Axon
Technology
SoftwareTechnicalAccountManager(Traveling)
“Software Technical Account Manager (Traveling) at Axon. Skills: Technical account management, Customer success, Technical support, Deployment. Serve as primary technical point of contact. Diagnose complex technical issues”
Industry & Context.
Troubleshooting; Root cause analysis; Problem solving
80% travel, Based within 1 hour of Scottsdale Hub, Obtain and maintain CJIS compliance, Handle sensitive information
What They're Looking For.
Must Have
4+ years technical account management, 4+ years customer-facing technical delivery, 4+ years deployment support, Experience supporting SaaS applications, Experience supporting cloud platforms, Experience supporting software deployments, Experience supporting integrated technology environments, Troubleshooting and root-cause analysis skills, Communicate effectively with technical stakeholders, Communicate effectively with non-technical stakeholders, Experience working across multiple teams, Ability to manage competing priorities, Ability to manage customer needs, Ability to work independently, Ability to collaborate closely with cross-functional teams, Commitment to delivering exceptional customer experiences, Ability to obtain and maintain CJIS compliance, Ability to handle sensitive information appropriately
Nice to Have
Experience supporting public safety, Experience supporting law enforcement, Experience supporting government, Experience supporting mission-critical operational environments, Familiarity with CAD, Familiarity with RMS, Familiarity with CJIS standards, Familiarity with digital evidence systems, Familiarity with related public safety technologies, Experience with Power BI, Experience with SQL, Experience with dashboards, Experience with reporting tools, Experience with analytics platforms, Familiarity with AI-powered products, Familiarity with workflow automation, Familiarity with operations
What You'll Do.
Serve as primary technical point of contact
Diagnose complex technical issues
Resolve complex technical issues
Lead technical troubleshooting efforts
Coordinate root-cause analysis
Ensure timely resolution of customer-impacting issues
Maintain understanding of Axon's ecosystem
Partner with deployment teams
Design Axon solutions
Configure Axon solutions
Implement Axon solutions
Support successful onboarding
Support transition to steady-state operations
Help customers adopt new capabilities
Incorporate technology into workflows
Identify barriers to adoption
Recommend best practices for utilization
Support customers through operational changes
Support customers through technology changes
Build trusted relationships with stakeholders
Serve as advocate for customer needs
Serve as advocate for customer priorities
Conduct regular customer reviews
Provide guidance on product capabilities
Provide guidance on product integrations
Provide guidance on recommended usage patterns
Help customers understand technology support
Develop understanding of customer workflows
Develop understanding of customer operational environments
Identify opportunities to improve efficiency
Identify opportunities to improve product utilization
Identify opportunities to improve operational effectiveness
Support customer adoption of AI capabilities
Capture recurring workflow challenges
Capture customer feedback
Contribute insights to Product teams
Contribute insights to Engineering teams
Utilize Power BI for customer insights
Utilize SQL for customer insights
Utilize dashboards for customer insights
Utilize reporting platforms for customer insights
Assist customers with data integrations
Assist customers with reporting requirements
Assist customers with workflow visibility
Monitor customer health indicators
Monitor adoption metrics
Monitor technical performance trends
Use data to identify improvement opportunities
Use data for proactive customer engagement
Deliver advanced product training
Deliver technical education to stakeholders
Develop customer-facing documentation
Develop best practices documentation
Help agencies build confidence using solutions
Support knowledge transfer during deployments
Support operational readiness during deployments
Work onsite with customers
Support deployments onsite
Support training onsite
Support troubleshooting onsite
Support operational success onsite
Maintain awareness of customer environments
Maintain awareness of evolving customer needs
Support critical incidents
Support high-priority customer situations
How You'll Work.
Team & Collaboration
Across multiple teams; Cross-functional teams; Product teams; Engineering teams; Support teams; Services teams
Communication Scope
Technical communication; Customer communication
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