About The Role

xMatters’ cloud-native Digital Operations solution enables any business process or application to
automate the response to critical IT incidents. This includes automating on-call, two-way
communications (push, voice, email, SMS, etc.), automating triage and even automating remediation
steps. With over a decade of experience in rapid communication, xMatters serves more than 1,000
leading global firms to ensure business operations run smoothly and effectively during incidents such as
IT failures, product recalls, natural disasters, dynamic staffing, service outages, medical emergencies and
supply-chain disruption. xMatters is part of the greater Everbridge organization with offices worldwide.
We seek a dynamic individual with experience in software consulting and services who is interested in
being part of an excellent team and company culture. We all pitch in and help wherever we can for the
success of our customers, projects and ultimately xMatters, while possessing the ability to work
independently with clients to drive adoption, maturity, and direct clients through best practices.
This experienced individual will act as a technical consultant to partner with the Client team driving the
deployment and adoption of xMatters software. Our Technical Account Management engagements
encompass a blend of technical implementation and strategic, consultative assistance, helping clients
identify and realize value from xMatters products.

Develop technical and business subject matter expertise in xMatters use cases and products
Lead clients through requirements and business value mapping exercises, facilitating workshops, etc.
Develop insights, observations and meaningful conclusions to help solve client business problems
Fulfills Technical Account Management activities for customers of xMatters, post-sale, by supporting many facets of the customer journey, including client management, product adoption, process improvement, configuration assistance, and knowledge transfer activities
Manages client expectations and scope of activities
Oversight assistance to client administrators to best meets the customer’s needs
Support minor integration development updates
Assists in the scoping of activities and effort for Consulting engagements
Identifies areas of improvement for xMatters and is proactive in building the solutions
Communicates regularly with customers and our account management team throughout the engagement resulting in effective relationships

3+ years in professional services/software consulting and implementation
3+ years managing projects, client relationships, technical account management or similar

experience

Excellent verbal & written communication for both technical and business content at all levels

within an organization

Proven expertise in developing and deploying technical solutions
Strong decision-making capabilities and judgment when presented with incomplete information or conflicting data points
Strong project planning and organizational skills
Strong problem solving & analysis skills (i.e. the ability to translate client requirements & objectives into a technical solution)
Ability to work independently with a high degree of integrity and accountability
Experience in DevOps, ITIL, IT Service Management a plus
Solid understanding of Incident Management processes, especially Major Incident Management
Understanding of Event Management/Observability processes
Understanding of collaboration tool integration and processes
Technical experience in the following:

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Technical Account Manager (xMatters)