Technical Account Manager

Summary

Join Axon and be a Technical Account Manager, deploying and supporting Axon’s software solutions within law enforcement agencies. Leverage your expertise to provide high-level technical support, manage complex deployments, and build strong customer relationships. Serve as the primary point of contact for assigned agencies, handling major technical issues and driving software adoption. Advocate for customer needs within Axon, enhancing public safety by ensuring effective technology utilization. This remote role requires 80% travel to customers. You will contribute to enhancing public safety and saving lives by ensuring our technology is effectively utilized by those who need it most.

Requirements

• Education: Bachelor’s degree in business administration, computer science, or a related field, or equivalent experience
• Experience: 4+ years of experience in a technical account management or similar customer-facing role, preferably within the public safety or software sectors
• Technical Expertise: Demonstrated experience in deploying SaaS solutions, including configuring, testing, and troubleshooting complex software applications
• Customer Relationship Management: Proven ability to build and maintain relationships with diverse stakeholders, acting as a trusted advisor and advocate for customers
• Cross-Functional Collaboration: Experience working with cross-functional teams (engineering, marketing, sales, customer support) to deliver high-quality support and product improvements
• Problem Solving: Strong skills in root cause analysis, troubleshooting, and the use of tools like Splunk, JIRA, and Salesforce
• Technical Skills: Advanced knowledge of Windows OS, networking (routing, switching, Wi-Fi), cloud solutions, virtualization, and storage
• Data Analytics and Reporting: Experience with data management and reporting tools (Microsoft Power BI, SQL Server) and creating meaningful insights
• Flexibility: Willingness to work onsite with customers and be available outside of normal business hours for critical issues
• Compliance: Ability to pass a Criminal Justice Information Services (CJIS) background check and handle confidential information with discretion

Responsibilities

• Lead Technical Support: Act as the main technical liaison for assigned agencies, diagnosing and resolving complex technical issues with Axon's products and services
• Drive Deployments: Collaborate with deployment teams to design, configure, test, and implement Axon software solutions, ensuring successful rollouts
• Manage Crisis Situations: Respond quickly to critical technical issues, acting as a crisis manager to restore functionality and minimize impact on agency operations
• Advocate for Customers: Represent agency needs and feedback internally at Axon, influencing product development and service improvements
• Promote Best Practices: Guide agencies through change management processes, identifying pain points and providing solutions to optimize software usage and adoption
• Collaborate Across Teams: Work closely with cross-functional teams, including engineering, product management, and sales, to ensure a seamless customer experience
• Data Management and Reporting: Utilize tools like Microsoft Power BI, SQL Server, and Form Builder/JSON to build custom dashboards, manage data integrations, and support reporting needs
• Training and Education: Provide advanced training and training documentation to agency staff on Axon’s products and services, ensuring they are well-equipped to use the tools effectively
• Provide Onsite Support: Work onsite with customers to resolve issues, provide training, and ensure the agency's needs are met promptly

Preferred Qualifications

• Advanced Technical Skills: Experience building custom dashboards, writing SQL queries, and using advanced analytics tools
• Experience in Public Safety: Previous experience supporting or working with public safety or law enforcement agencies
• Certifications: Relevant technical certifications (e.g., Microsoft, Cisco, ITIL) are a plus
• Law Enforcement Systems: Familiarity with law enforcement software systems such as RMS, CAD, and CJIS standards is highly desirable

Benefits

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs