Job Overview
Location
Canada
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 24, 2026
Full Job Description
đź“‹ Description
- • As an Embedded Technical Account Manager at Axon, you will be at the forefront of our mission to Protect Life, serving as the primary technical liaison and strategic partner for key customers. This role is pivotal in ensuring our clients successfully leverage Axon's cutting-edge ecosystem of devices and cloud software to achieve their critical public safety and justice objectives.
- • You will cultivate deep, long-term relationships with stakeholders, acting as their trusted advisor and advocate within Axon. Your expertise will guide them through the implementation, optimization, and ongoing use of Axon solutions, including Axon Evidence, body-worn cameras, and the Fleet ecosystem.
- • This position demands a multifaceted approach, requiring you to embody the roles of a consultant, product expert, project manager, and technical troubleshooter. You will be instrumental in helping customers streamline their daily workflows and maximize the value derived from their Axon investments.
- • A core responsibility involves ensuring Axon's solutions are perfectly aligned with the unique requirements of each customer. This includes providing exemplary technical support, managing projects effectively, and delivering outstanding customer service that reinforces Axon's commitment to transparency and public safety.
- • You will gain in-depth expertise across the full spectrum of Axon technologies, understanding their capabilities and how they integrate to form a cohesive, powerful system for law enforcement and public safety agencies.
- • Actively participate in operational and technical meetings with customers, facilitating clear communication, driving collaborative problem-solving, and ensuring alignment on project goals and technical strategies.
- • Develop and nurture a robust internal network within Axon, enabling seamless support for both the customer-facing team and the customer's project teams. This internal connectivity is crucial for efficient issue resolution and knowledge sharing.
- • Proactively monitor support tickets, providing Tier 2 level technical troubleshooting. You will be responsible for diagnosing and resolving complex issues, and escalating them to appropriate internal teams when necessary, ensuring timely and effective solutions.
- • Diligently ensure that all Service Level Requirements (SLRs) and contractual obligations are consistently met, maintaining high standards of service delivery and customer satisfaction.
- • Serve as a vital conduit for customer feedback, assisting the Program Manager by providing requested materials, information, and Voice of Customer (VOC) documentation. You will be the bridge, communicating customer insights across various Axon teams to influence product roadmaps and drive continuous improvement.
- • Identify and proactively escalate potential risks to the Program Manager, fostering timely internal and executive collaboration to mitigate challenges and ensure project success.
- • Master the interpretation and communication of Axon release notes. You will tailor this technical information to be easily understood by the customer, enhancing their comprehension and driving adoption of new features and functionalities.
- • Support the monthly invoicing process by ensuring the accuracy of billing counts and meticulously maintaining Salesforce records, contributing to the financial health and operational efficiency of the business.
- • Facilitate comprehensive training sessions and knowledge transfer for customer integrations, covering aspects like APIs, custom workflows, and auto-tagging capabilities, empowering customers to leverage advanced features.
- • Assist customers with security assessments and vendor refresh assessments, particularly concerning major architectural changes, ensuring their systems remain secure and compliant.
- • Maintain a thorough understanding of each customer’s technical landscape, including their existing infrastructure, internal policies, and procurement processes, to provide tailored and effective support.
- • Meticulously maintain and administer deployment records, including shipment tracking and Return Material Authorizations (RMAs), ensuring accurate inventory and asset management.
- • Develop and enhance technical documentation and knowledge base articles. This effort will improve customer support, bolster self-service capabilities, and deepen overall product comprehension for users.
- • This role is based in Thunder Bay, Canada, and requires a transition to a hybrid work model, with 3-4 days per week onsite.
🎯 Requirements
- • Citizenship with Canada (required for working with sensitive government data; must pass security clearance).
- • 5+ years of IT experience in a support or deployment role.
- • Experience working with law enforcement and/or government entities.
- • Proven track record of managing customer relationships and technical projects successfully.
- • Robust IT background, with expertise in software image creation and maintenance, routing, switching methodologies, Wi-Fi, telecommunications, Internet technologies, Microsoft Server & Client operating systems, Microsoft SQL Server, Active Directory, Azure (Entra ID), Network Administration (TCP/IP, DHCP, DNS, SSH, Firewalls), API integrations, and SAAS applications.
- • Analytical, strategic, and creative problem-solving skills.
- • Exemplary written and verbal communication skills.
🏖️ Benefits
- • Comprehensive health, dental, and vision insurance.
- • Competitive salary with bonus and stock award potential.
- • Opportunities for professional development and continuous learning.
- • A chance to contribute to a mission-driven company focused on public safety.
Skills & Technologies
Azure
Remote
About Axon Enterprise, Inc.
Axon Enterprise, Inc. develops, manufactures and sells conducted energy weapons, body-worn cameras, digital evidence management software and related cloud services for law-enforcement, military and civilian security markets. Founded in 1993 as TASER International, the company rebranded to Axon in 2017 to emphasize its expanded portfolio beyond stun devices. Headquartered in Scottsdale, Arizona, it offers integrated hardware-software platforms such as Axon Evidence and Axon Records that streamline workflows, improve transparency and reduce paperwork for public safety agencies worldwide.
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