Axon is looking to deploy and support its software solutions within law enforcement agencies, requiring a Technical Account Manager to provide high-level technical support, manage complex deployments, and foster strong customer relationships to enhance public safety.
Requirements
- Demonstrated experience in deploying SaaS solutions, including configuring, testing, and troubleshooting complex software applications.
- Strong skills in root cause analysis, troubleshooting, and the use of tools like Splunk, JIRA, and Salesforce.
- Advanced knowledge of Windows OS, networking (routing, switching, Wi-Fi), cloud solutions, virtualization, and storage.
- Experience with data management and reporting tools (Microsoft Power BI, SQL Server) and creating meaningful insights.
- Experience building custom dashboards, writing SQL queries, and using advanced analytics tools.
- Familiarity with law enforcement software systems such as RMS, CAD, and CJIS standards is highly desirable.
- Relevant technical certifications (e.g., Microsoft, Cisco, ITIL) are a plus.
Responsibilities
- Act as the main technical liaison for assigned agencies, diagnosing and resolving complex technical issues with Axon's products and services.
- Collaborate with deployment teams to design, configure, test, and implement Axon software solutions, ensuring successful rollouts.
- Respond quickly to critical technical issues, acting as a crisis manager to restore functionality and minimize impact on agency operations.
- Guide agencies through change management processes, identifying pain points and providing solutions to optimize software usage and adoption.
- Work closely with cross-functional teams, including engineering, product management, and sales, to ensure a seamless customer experience.
- Utilize tools like Microsoft Power BI, SQL Server, and Form Builder/JSON to build custom dashboards, manage data integrations, and support reporting needs.
- 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.
Other
- 4+ years of experience in a technical account management or similar customer-facing role, preferably within the public safety or software sectors.
- Proven ability to build and maintain relationships with diverse stakeholders, acting as a trusted advisor and advocate for customers.
- Experience working with cross-functional teams (engineering, marketing, sales, customer support) to deliver high-quality support and product improvements.
- Willingness to work onsite with customers and be available outside of normal business hours for critical issues.
- Ability to pass a Criminal Justice Information Services (CJIS) background check and handle confidential information with discretion.
