Sr. Director, Technical Account Management and Customer Engagement

1 week ago

Boston, United States Axon Full time
Join Axon and be a Force for Good.

At Axon, we're on a mission to Protect Life. We're explorers, pursuing society's most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you'll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact

As the leader of the Technical Account Managers (TAMs) and support you will directly lead multiple teams that support customers with various product focus areas, having an emphasis on cloud-based software. Your team will be comprised of TAMs onsite at customer locations as well as remote support engineers. You will be accountable for driving the delivery of exceptional technical support and ensuring the successful adoption of Axon's products and services within public safety and adjacent customers. Your leadership will play a crucial role in enhancing public safety and enabling law enforcement agencies and other customers to leverage technology effectively for mission-critical operations. You are the subject matter expert on all Axon products and services, you are a problem solver developing creative solutions to complex problems and advising agencies on recommended next steps and best practices. You navigate the internal Axon network on behalf of your team and for the benefit of the customer. You are strategic and tactical, simplifying the complicated and understanding the downstream impact of decisions. You serve as a change agent who identifies agency pain points and helps with software adoption, crisis manager who responds to urgent technical support needs, and agency advocate within Axon.

What You'll Do

Location: Hybrid into one of our city hubs: Denver CO, Seattle WA, Scottsdale AZ, San Francisco CA, Atlanta GA, Boston MA. Travel up to 30%

Reports to: Global PSO & Support Leader
Direct Reports: Up to 10

    • Ensure team managers and individual contributors have deep understanding of Axon products, particularly complex software solutions and unique customer configurations
    • Achieve mastery on Axon's products and services, assisting team members in resolving complex issues and customer interactions
    • Get to know customer executive / command staff to act as escalation point for concerns
    • Handle escalations for challenging customer issues and crisis situations, ensuring timely resolution and maintaining high customer satisfaction, communication across internal key stakeholders, and clear follow-up actions
    • Provide strategic leadership and direction to Managers of the technical support staff, guiding their efforts in delivering top-notch technical support and fostering strong customer relationships
    • Collaborate with internal cross-functional teams, especially sales, customer success, and product to develop and implement strategies for efficient technical support delivery, customer satisfaction, and product adoption
    • Monitor the performance of your direct reports and their team's leveraging metrics, analyzing results, and implementing improvements to enhance service quality and efficiency
    • Cultivate a collaborative team environment, promoting knowledge sharing, skill development, innovation, and professional growth for the team
    • Develop and continuously improve technical documentation and job aids to facilitate understanding, repeatability, and quality of processes
    • Remain organized and focused on removing obstacles through creativity and adaptation to rapidly changing circumstances
    • Facilitate regular team meetings and conduct 1:1 check-in with team
    • Maintain familiarity with relevant Axon Academy content and leverage for training
    • Lead by example in delivering candid messages to customers, exceptional customer service, and technical support
    • Responsible for developing, maintaining, and improving team's processes, training and workflows
    • Go on-site to the agencies to provide assistance and help as needed
    • Provide regular reporting and communication to senior leadership on customer escalations, trends, potential and realized pain points, team performance, project status, and other key metrics
    • Champion a culture of collaboration, respect, and continuous learning, promoting diversity and inclusion and supporting team members' personal and professional growth
    • Foster a culture of innovation, encouraging team members to identify new opportunities for business growth and development and driving the development of new services and processes
What You Bring
    • 12-15+ years of relevant business experience
    • 5-10+ years of experience in managing diverse and cross-functional teams for Major City or Enterprise-level customers
    • 2-5+ year's experience leading teams who implement and/or support with complex software product
    • Proven track record of successfully managing executive level customer relationships and technical projects
    • Experience managing high-visibility customer escalations and working closely with executives, sales, customer success, product, and support teams
    • Capacity to adapt to evolving environments and manage multiple priorities effectively
    • Demonstrated intellectual curiosity, humility, accountability, and a positive approach to leadership
    • Detail oriented with excellent organizational and time management skills
    • Demonstrated ability to deal with change and remain calm in high-stress situations
    • Proven track record of successfully managing customer relationships and technical projects in a customer facing/technical support role
    • Ability to lead team through troubleshooting efforts such as reverse engineering, searching logs and root cause analysis
    • Demonstrated ability to build processes and develop people
    • Excellent interpersonal skills with strong written and verbal communication
    • Advanced experience with Microsoft Windows OS, Microsoft Networking and Active Directory is desired
    • Understanding of multi-system ecosystems comprised of hardware and software with first- and third-party technologies
    • Basic knowledge of computer hardware, operating systems, and storage devices
    • Experience supporting public safety customers is desired
    • Ability to effectively communicate with various people including customers, colleagues, and across departments
    • Experience using systems like Splunk, JIRA, Microsoft Dynamics, Smartsheet, and/or Salesforce
    • Experience navigating dashboards such as Microsoft Power BI, preferred experience creating visualizations, and interfaces
    • Experience building views, writing & optimizing queries, and creating reports in databases such as SQL Server is preferred
    • Ability to articulate at a technical level appropriate to the circumstance - i.e. for clients with varying levels of IT knowledge and skillset
    • Experience working and supporting law enforcement software systems such as Records Management Systems (RMS) is preferred
    • Must pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance. Handle confidential and highly sensitive information
Benefits that Benefit You
    • 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
    • And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work.

The Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 151,605 in the lowest geographic market and USD 242,568 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.com/careers/benefits.

Don't meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you're excited about this role and our mission to Protect Life but your experience doesn't align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

Axon's mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon's impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We're committed to hiring the best talent - regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances - and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [redacted]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

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