• Ensure consistently positive customer experiences by providing oversight and management for deployment planning, solution innovation and adoption, and technical issue resolution. • Establish a formal governance model with clients. Conduct periodic stakeholder meetings and quarterly business reviews; maintain an accurate record of discussion and action items and provide monthly account reporting to internal stakeholders through use of Excel, Asana, Salesforce and various other tools. • Develop a continuous product education and awareness program and deliver training sessions as required. • Set and track customer satisfaction KPIs. Develop and manage action plan to continuously improve these metrics and maintain detailed project plans. • Troubleshoot customer concerns and work with team leadership to ensure that critical issues are documented and escalated in an expeditious manner for resolution. • Provide Critical Event Management support through reports, tabletop exercises and drills, and industry best practices. • Serve as a customer advocate within Everbridge and report customer feedback internally to Account Management, Product Management and Engineering. • Produce integration requirements specifications in the form of interface control documents (ICD) based on customer interaction, requests for information (RFI), requests for proposal (RFP), and other technical documentation. • Provide effective feedback to internal Everbridge teams on project status, latest innovations and use case solutions, and other project updates. • Travel to customer locations as needed (up to 20%).