Axon is hiring a
Professional Services Manager EMEA

Summary

The job is for a Professional Services Manager at Axon, responsible for managing product deployments in the UK, Europe, and META regions. The role requires broad technical knowledge, customer-centric attitude, and ability to work collaboratively in a fast-paced environment. The position involves frequent travel, including international travel, and reporting to a Team Lead.

Requirements

• Bachelor degree or higher in IT/Business or relevant professional experience (3+ years in IT Consultancy, Professional Services, Field Services or Sales Engineering)
• Advanced understanding of IT/Networking concepts including Microsoft Server & Client operating systems, Microsoft SQL Server, Microsoft Active Directory, Microsoft Azure (specifically Entra ID), APIs, Network Administration (TCP/IP, DHCP, DNS, SSH, Firewalls) and/or similar certifications
• Experience in a SaaS and hardware/software company; knowledge and demonstrated experience in one or more of the following areas of specialisation: Mobile Device Management, Mobile Application Management, Mobile Applications & Communications, Digital Video, Body Worn Cameras, Conductive Energy Weapons, In-vehicle Video, Vehicle Electronics, Drones, Interview Room Software, Digital Evidence Management Systems, Forensic Analysis Tools
• Strong ability to troubleshoot and solve technical problems with an understanding of troubleshooting methodologies
• Familiarity with remote & on-site hardware and software installation and configuration
• Experience consulting to meet the needs of the customer
• Practice providing demonstrations and training on software and hardware products in front of large groups, on-site or remote
• Experience simultaneously managing a varied portfolio of implementation projects
• Proven ability to directly engage/manage both internal and external customer relationships
• Adaptable to continual product or process changes
• Ability to multitask with a variety of job duties
• Ability to effectively communicate and work cross-functionally to resolve issues
• Strong work ethic and positive/proactive attitude
• Proficiency in Microsoft Office Suite, Salesforce, Microsoft SharePoint, Microsoft Dynamics 365, Zoom, Teams and JIRA

Responsibilities

• Engage with clients pre-sale to implement Trial and Evaluation programs with Axon products; collaborate internally on RFP/RFI responses
• Liaise with clients post-sale and coordinate across internal functions and external vendor(s) to develop project documentation including project and deployment plans, SOW for deployments
• Travel to customer sites; liaise with clients post-sale to consult and coordinate on deployment tasks that need to be completed
• Install, configure, troubleshoot and test Axon hardware products and software solutions at customer sites or remotely; execute assessments to meet customer needs
• Ensure successful knowledge transfer to customers by providing technical training, consultation and demonstrations on Axon solutions; customise and localise materials
• Act as the main point of contact for customers during deployment and in hyper-care, to ensure a positive and successful engagement with Axon and our products
• Validate product updates and new releases to ensure a successful customer product experience; monitor release notes
• Ensure that all implementations comply with local laws and regulations, particularly those related to data protection and privacy (such as GDPR in Europe). Advocate for and implement industry best practices during implementation
• Advocate customer needs by submitting software bugs and feature requests to product teams for assessment and resolution or development

Preferred Qualifications

• Cisco Network, Microsoft Azure, Cradlepoint CPCNA/CPCNP or related certifications preferable
• Availability or willingness to obtain Drone Pilot Certifications and/or Vehicle Electronics Certifications
• Experience working and supporting law enforcement or public sector clients