Implementation and Training Manager

Ultipro; New Delhi; Hybrid; INR 1,200,000 - 2,000,000; Full time

Job summary

Everbridge seeking an Implementations Specialist to serve as primary liaison with new clients, analyze needs, and apply Everbridge software to deliver value.

Reporting to the Customer Success Manager, you will train clients, document communications, and follow established implementation processes while coordinating with multiple internal teams. Occasional travel and after-hours support may be required.

Qualifications

• 4-5 years applicable work experience, 2 years in a state/local government setting.
• BA/BS in crisis management or related industries preferred.
• Proficient in MS Office (Word, Excel, PowerPoint).
• Familiarity with web-based applications and defining user requirements.
• Basic project management knowledge.
• Excellent written and verbal communication skills.
• Ability to manage multiple implementations and technical issues.
• Bi-lingual candidates a plus.

Responsibilities

• Provide professional implementation and support services to clients for smooth, well-coordinated implementations.
• Perform new client setup and configuration.
• Follow established implementation processes and guidelines; help create new processes for new products.
• Train new clients to use the application.
• Document client communications in CRM (Salesforce.com).
• Proactively communicate improvements in utilization of products and services; minimize future support.
• Ensure proper and consistent communication of status to the client.
• Review client use cases to align needs with product offerings.

Skills

Strong communication

Multitasking

Computer literacy

Client liaison

Time management

Education

BA/BS

Tools

Salesforce.com

MS Office

Everbridge

Job description

We are seeking a well-organized multi-tasker, with strong communication skills and computer literacy to be the primary liaison to new clients, responsible for analyzing client needs and applying Everbridge software products to meet those needs. Reporting to the Customer Success Manager, theImplementations Specialistis expected to work with new customers to reduce their time to value, ultimately leading to contract renewals and growth revenue opportunities.

The ideal candidate will have good written and verbal communication skills, and high attention to detail. A basic understanding of internet technologies is a must. You will work closely with clients, Account Managers, Training and other Operations and Product Development teams. We are seeking an extremely energetic and positive candidate who enjoys working in a fast-paced environment.

About the Team: attitude

• The Everbridge implementation team works closely with customers though a structured process to build accounts, provision product features and deliver best practices consulting for use of the software within the customer's given industry and organization. Team members are all seasoned professionals, with 4-10 years of experience in software implementation projects, customer onboarding, emergency services, data analysis, training and mentoring. The team routinely engages with Product Management, Sales Engineering, Professional Services, Support, Operations and Development.
• Learn more about Everbridge and see photos of our office here .
• Meet the Everbridge team

Job Duties:

• Provide professional implementation and support services to clients resulting in smooth, well-coordinated implementations.
• Perform new client set up and configuration
• Follow established implementation processes and implementation guidelines for new clients or new services to existing clients. Help create new processes for new products.
• Effectively and efficiently train new clients to use the application.
• Provide support services, develop solutions and educate clients in the various stages of the product implementation cycle.
• Document all client calls, emails and any other communication and enter the information into the Client Care CRM (Salesforce.com)
• Proactively communicate to client’s improvements in utilization of products and services; attempt to minimize future support
• Ensure proper and consistent communication of status to the client
• Review and understand client use cases to understand the client’s business, successfully integrating client needs with product offerings and solutions.
• Act as the client’s technical advocate within the company
• Occasional after hours and weekend availability to support on-call schedule during significant events (such as hurricanes).
• Follow established escalation protocol and seek advice or assistance from the Implementation Manager as required during difficult client situations. Work in conjunction with Everbridge client support colleagues to ensure effective resolution of technical issues encountered during implementations.
• Occasional travel to support implementations that require on-site support and on-site training.Recognize and identify potential areas where existing implementation policies and procedures require change, or where new ones need to be developed, particularly to facilitate company growth and product expansion
• Mentor team members

Required Qualifications:

• 4 - 5 years applicable work experience, 2 years of which were in a state/local government setting
• BA/BS (Expertise in crisis management, or one of the following industries is a plus: Healthcare, state & local government, Energy or Higher Education.
• Proficient in MS Office Suites, including: Word, Excel, Power Point
• Familiarity with set up of web-based applications and defining user requirements a definite plus.
• Basic project management knowledge and experience
• Ability to quickly learn, understand, and explain technical information
• Ability to manage and coordinate multiple, implementations and technical issues
• Excellent written and verbal communication skills a must
• Desire and ability to work with, manage, and satisfy clients
• Highly motivated and flexible
• Excellent time management and organizational skills
• Able to work in a fast-paced environment and meet project deadlines
• Bi-lingual candidates a plus.

About us:

Our team makes a difference during the most difficult times and challenging situations. Our people are dedicated to solving problems. Our software was built to save lives. Our unifying mission is tokeep people safe and businesses running.

Headquartered in the great cities of Boston and Los Angeles, with operations all over the world, our team of 500+ dedicated employees support over 3,700 global customers every day in their most crucial moments.During public safety threats such as active shooter situations, terrorist attacks or severe weather conditions, as well as critical business events such as IT outages or cyber-attack incidents, customers rely on our SaaS-based platform to quickly and reliably aggregate and assess threat data, locate people at risk and responders able to assist, automate the execution of pre-defined communications processes, and track progress on executing response plans.

Our culture is all about “Making a Difference,” and we are proud to serve:

• 9 of the 10 largest U.S. cities
• 9 of the 10 largest U.S.-based investment banks
• 25 of the 25 busiest North American airports
• 6 of the 10 largest global automakers
• Over 1,000 Hospitals

As we continue to grow and transform the field of critical event management, we need passionate, committed individuals to help us carry out our mission.

Everbridge is an Equal Opportunity/Affirmative Action Employer. All qualified Applicants will receive consideration for employment without regard to race, creed, color, religion, or sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.