Note: The job is a remote job and is open to candidates in USA. Axon develops an ecosystem of public safety devices and cloud software focused on protecting life and addressing critical safety and justice issues. The Technical Account Manager will manage strategic enterprise customer relationships, provide technical expertise and tier-2 support, oversee product deployments, and coordinate cross-functional efforts to address customer needs and improve products.
Responsibilities
- Achieve mastery of all Axon technologies / products, specifically Fusus, body cameras and Draft One
- Use exceptional written and oral communication skills to effectively lead business and technical presentations, demonstrations and conversations with VP-level audiences within your account
- Use leadership skills to independently prioritize and execute project tasks in a methodical and disciplined manner
- Manage customer expectations, keeping customers satisfied and expectations realistic
- Provide up to tier-2 technical support
- Provide overall project management of the core deployment plan engaging with 3rd party integrators and the client
- Remain organized and focused on removing obstacles through creativity and adaptation to rapidly changing circumstances
- Develop relationships with key partners across Axon to solve problems and successfully deploy the Axon products
- Where possible, improve or develop technical documentation to ease understanding and usage of our products and services
- Communicate customer feedback across multiple teams and divisions within Axon to drive product development and improvement
- Maintain customer confidence, especially in high-pressure situations
Skills
- Bachelor's Degree or equivalent work experience
- 7+ years of experience working with Major City or Enterprise-level customers
- Proven track record of successfully managing customer relationships and technical projects
- Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage
- Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
- Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
- Unmatched analytical, strategic and creative problem-solving skills
- Excellent interpersonal skills with strong written and verbal communication
- Detail oriented with excellent organizational and time management skills
- Demonstrated ability to deal with change and excel in high-stress situations
- Hands-on experience with TASER devices and associated software platforms, or prior experience in a law enforcement, corrections, military, or public-safety environment
- Demonstrated ability to provide remote technical support across both hardware and software, including troubleshooting device connectivity, configuration, firmware, applications, and user workflows
- Ability to translate complex technical information into clear, practical guidance for officers, agency administrators, and other nontechnical users
- JIRA, and Microsoft Dynamics knowledge
- Knowledge of CCTV, VMS, and IP cameras
- Experience working closely with a sales and support team
- Experience working and supporting law enforcement or other governmental agencies
- Experience in networking and telecommunications
- Familiarity with law-enforcement operations, training practices, evidence-management workflows, and agency policies is strongly preferred
- Experience supporting TASER devices and related software—or a background in law enforcement or public safety—is strongly preferred, along with the ability to remotely troubleshoot both hardware and software issues for technical and nontechnical users
Benefits
- 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
- Snacks in our offices
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