Technical Account Manager supporting Tier 1 clients at Fiserv, facilitating exceptional service and navigating complex technical issues. Building innovative solutions in collaboration with product, business, and technology leaders.
About the role
- Technical Account Manager supporting deployment and use of Everbridge's Control Center solution. Collaborating with clients and delivering training to ensure effective system utilization.
Responsibilities
- Drive mission readiness and system availability by overseeing deployment planning, solution adoption, and rapid technical issue resolution to ensure uninterrupted operational performance.
- Minimize downtime and accelerate recovery by proactively identifying, triaging, troubleshooting, and escalating technical issues, strengthening system stability and customer trust.
- Enhance critical event preparedness by leading scenario testing, structured drills, and best-practice advisory support that improve the Navy’s operational resilience.
- Act as the customer’s advocate by translating operational feedback into actionable inputs for product, engineering, and professional services, influencing roadmap priorities, and driving overall experience improvement.
- Accelerate integration success by gathering, refining, and translating customer requirements into technically accurate, mission-aligned specifications that support scalable deployment.
- Strengthen operator and administrator capability through targeted education and training programs that increase user proficiency and reduce operational risk across supported locations.
- Working with Everbridge PM, provide transparent, actionable reporting and KPI management by delivering timely status updates, tracking satisfaction metrics, identifying risk trends, ensuring predictable execution and measurable improvement as well as.
- Working with Everbridge PM, deliver timely weekly reporting that drives informed decision-making, supports cross-functional alignment, and anticipates customer needs by providing transparent, actionable status updates, managing KPIs, tracking satisfaction metrics, and identifying risk trends to ensure predictable execution and measurable improvement.
- Establish and lead a formal governance model that aligns SERCO, Navy stakeholders, and Everbridge leadership, improving communication pathways, proactive issue identification, and confidence in program execution.
- Serve as the voice of the customer within Everbridge by translating operational feedback into potential product enhancements and prioritized engineering actions.
Requirements
- 8-10 years of experience in emergency or risk management in a technical capacity.
- 3+ years in a customer-facing support or consulting role with excellent communication skills for all levels of customers and partners.
- Strong technical/software skills, including experience in programming and/or system administration.
- Ability to handle conflicting priorities and manage customer relationships.
- Working knowledge of internet-hosted applications, highly available architecture, computer security, telephony, and networking.
- Strong knowledge of database architectures and methodologies, ideally Microsoft SQL Server.
- Familiarity with DoD risk management frameworks.
- Experience with classified or air-gapped environments, knowledge of DoD cybersecurity requests (STIGs, RMF, NIST, etc), understanding Navy command structure and operational workflows.
- Experience in coordinating internal departments and resources to solve complex customer support or implementation problems.
- Strong critical thinking, analytical, and problem-solving abilities.
- Ability to facilitate and lead cross-functional teams.
- Strong time management skills and proficiency with relevant tools.
- Ability to travel locally and support the customer onsite as needed.
- Excellent knowledge of virtual machine (VM) environments and Microsoft Clustering.
- Understanding of Business Continuity or Emergency Management practices.
- Have the ability to obtain Secret security clearance for working on classified projects.
- Bachelor's degree in business, Computer Science, related fields, or equivalent experience.
- Experience in the physical security industry (desirable).
Benefits
- healthcare
- dental
- parental planning
- mental health benefits
- disability income benefits
- life and AD&D insurance
- a 401(k) plan and match
- paid time off
- fitness reimbursements
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