Embedded Technical Account Manager (Onsite)

📋 Description

• • **Join Axon and be a Force for Good:** At Axon, we are driven by a profound mission to Protect Life. We are a company of explorers, dedicated to tackling society's most critical safety and justice issues through our integrated ecosystem of cutting-edge devices and cloud-based software solutions. Much like our innovative products, we thrive on collaboration, fostering an environment where diverse perspectives from our customers, communities, and each other are not only welcomed but actively sought out. Life at Axon is dynamic, challenging, and deeply meaningful. Here, you will be empowered to take ownership, drive tangible change, and experience continuous professional growth while contributing to a mission that truly matters, in a company where you are valued.
• • **Your Impact as an Embedded Technical Account Manager:** As a Technical Account Manager at Axon, you will serve as the primary point of contact for our key clients, cultivating and nurturing long-term strategic partnerships. Your role will be pivotal in providing essential technical expertise, adept project management, and dedicated customer advocacy to ensure our stakeholders successfully achieve their operational goals by leveraging Axon’s comprehensive suite of products. You will act as a crucial bridge, collaborating closely with various cross-functional teams within Axon. Your insights into customer needs, challenges, and workflows will be invaluable, directly influencing our internal product roadmaps and strategic projects. In essence, you will wear multiple hats—transforming from a trusted consultant to a product authority to a meticulous project manager—all with the ultimate goal of helping our customers optimize their daily operations and maximize the value they derive from Axon solutions.
• • **Ensuring Customer Success and Mission Alignment:** You will play an indispensable role in ensuring that Axon’s advanced solutions are perfectly aligned with the unique and critical requirements of our key customers. Simultaneously, you will be responsible for delivering exemplary technical support and unparalleled customer service. Your technical acumen, proactive engagement, and unwavering commitment will directly contribute to Axon’s overarching mission of protecting life and fostering transparency through the strategic deployment of innovative technology.
• • **Key Responsibilities and Daily Operations:**
• • **Become an Axon Technology Expert:** Develop and maintain a deep, expert-level understanding of Axon’s diverse technology portfolio, including but not limited to Axon Evidence, our advanced body-worn cameras, and the comprehensive Fleet system.
• • **Primary Technical Liaison:** Act as the main technical point of contact, facilitating seamless communication and technical alignment between Axon and our valued customers.
• • **Strategic Meeting Participation:** Actively participate in operational and technical meetings, ensuring that communication is effective, collaboration is robust, and objectives are clearly understood and met.
• • **Internal Network Cultivation:** Proactively build and maintain a strong internal network within Axon to effectively support both the customer-facing Axon team and the customer’s internal Project Team, ensuring efficient problem resolution and information flow.
• • **Support Ticket Management and Troubleshooting:** Diligently monitor incoming support tickets, provide expert-level technical troubleshooting (acting as Tier 2 support), and escalate issues effectively and efficiently when necessary to ensure timely resolution.
• • **Service Level Agreement (SLA) Adherence:** Ensure that all Service Level Requirements (SLRs) and contractual obligations are consistently met, providing a reliable and high-quality service experience.
• • **Program Management Support and Voice of Customer (VOC):** Assist the Program Manager by preparing and providing requested materials, critical information, and detailed Voice of Customer (VOC) documentation. Champion customer feedback by communicating it across relevant Axon teams and collaborating to drive meaningful product improvements.
• • **Risk Identification and Escalation:** Proactively identify and escalate potential risks to the Program Manager, facilitating prompt internal and executive collaboration to mitigate challenges.
• • **Release Note Interpretation and Communication:** Interpret and clearly communicate Axon’s release notes, expertly tailoring the information to be relevant and easily understandable for the customer, thereby enhancing their comprehension and driving successful product adoption.
• • **Billing Support and Salesforce Administration:** Support monthly invoicing processes by ensuring the accuracy of billing counts and meticulously maintaining Salesforce records.
• • **Training and Knowledge Transfer Facilitation:** Lead and facilitate comprehensive training sessions and knowledge transfer initiatives for customer integrations, including APIs, complex workflows, and auto-tagging functionalities.
• • **Security and Architectural Assessments:** Provide crucial assistance in customer security assessments and vendor refresh assessments, particularly concerning major architectural changes.
• • **Customer Technical Landscape Awareness:** Maintain a thorough and up-to-date understanding of the customer’s existing technical landscape, including their specific infrastructure, internal policies, and procurement processes.
• • **Deployment Record Management:** Maintain and administer accurate deployment records, including shipment tracking and Return Material Authorizations (RMAs).
• • **Documentation and Knowledge Base Enhancement:** Develop and enhance technical documentation and knowledge base articles to improve customer support efficiency, empower self-service capabilities, and deepen overall product comprehension for our clients.
• • **Location Transition:** This role is remote initially, with a planned transition to a hybrid model requiring onsite presence 3-4 days per week in Belleville. Applicants must be able to commit to working onsite in Belleville as required.
• • **Reporting Structure:** You will report directly to the Manager, Professional Services.