Technical Account Manager

1 week ago

Scottsdale, Arizona, United States Axon Full time
Job Summary

We are seeking a highly skilled Technical Account Manager to join our team at Axon. As a Technical Account Manager, you will be responsible for providing frontline support for our products and services to law enforcement agencies. You will work closely with agency stakeholders to facilitate the initial deployment and continued adoption of our software solutions, promoting best practices and a high level of customer satisfaction.

Key Responsibilities
  • Provide technical support to law enforcement agencies, responding to routine inquiries and troubleshooting minor issues with Axon's products and services.
  • Assist in deployments, configuring, testing, and deploying Axon products at customer sites.
  • Facilitate software adoption, working with law enforcement agencies to identify pain points and ensure smooth onboarding and adoption of Axon software.
  • Maintain customer relationships, building and maintaining positive relationships with customers to promote long-term engagement and product usage.
  • Document and report, keeping accurate records of issues, resolutions, and suggestions for product improvements to aid in enhancing the customer experience.
  • Provide basic training to agency staff on Axon's products and services, ensuring they are well-equipped to use the tools effectively.
  • Collaborate with cross-functional teams, working closely with internal teams, including engineering and product teams, to communicate customer needs and feedback.
  • Participate in continuous improvement, contributing to team meetings and providing insights to improve support processes and customer satisfaction.
  • Provide onsite support, spending up to 3 weeks per month onsite with customers to resolve issues, provide training, and ensure the agency's needs are met promptly.
Requirements
  • Bachelor's degree in business administration, computer science, or a related field, or equivalent experience.
  • 2+ years of relevant experience in technical support, customer service, and SaaS deployment.
  • Basic understanding of software deployments, troubleshooting, and IT infrastructure.
  • Ability to perform root cause analysis and resolve routine issues independently.
  • Excellent verbal and written communication skills with an emphasis on customer interaction.
  • Proven ability to manage relationships with diverse stakeholders, including clients, partners, and internal teams.
  • Experience working in a collaborative team environment, able to support and learn from peers.
  • Previous experience supporting or working with public safety or law enforcement agencies is a plus.
  • Relevant technical certifications are a plus.
  • Familiarity with law enforcement software systems is highly desirable.
  • Experience using tools like Microsoft Power BI, SQL Server, JIRA, or Salesforce is preferred.
  • Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidentiality of sensitive information.
Benefits
  • Competitive salary and benefits package.
  • Discretionary paid time off.
  • Paid parental leave for all.
  • Medical, dental, and vision plans.
  • Fitness programs.
  • Emotional and mental wellness support.
  • Learning and development programs.

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