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 challenges 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. We engage with candor and care, ensuring that our collective efforts are aligned with our overarching mission.
• • **Your Impact as an Embedded Technical Account Manager:** In this pivotal role, you will serve as the primary technical point of contact for our key customers, cultivating and nurturing long-term, strategic partnerships. Your responsibilities will extend to providing deep technical expertise, adept project management, and dedicated customer advocacy to ensure that our stakeholders can effectively leverage Axon’s products to achieve their critical operational goals. You will be instrumental in bridging the gap between customer needs and Axon's technological capabilities, acting as a crucial liaison.
• • **Cross-Functional Collaboration and Customer Advocacy:** You will work closely with various cross-functional teams within Axon, offering invaluable insights into customer needs, operational challenges, and emerging requirements. This feedback loop is essential for influencing our internal product roadmaps and ongoing development projects, ensuring that Axon’s solutions remain at the forefront of public safety technology. Your role is multifaceted, requiring you to wear many hats – from a trusted consultant and product expert to a proactive project manager – all aimed at helping our customers optimize their daily workflows and maximize the value they derive from Axon’s offerings.
• • **Ensuring Solution Alignment and Exemplary Support:** You will play a crucial role in ensuring that Axon’s comprehensive solutions are perfectly aligned with key customer requirements. This involves providing exemplary technical support and unparalleled customer service, ensuring seamless integration and ongoing operational success. Your expertise, dedication, and commitment will directly contribute to Axon’s mission of protecting life and enabling transparency through the deployment of innovative and reliable technology.
• • **Key Responsibilities and Daily Operations:**
• • Develop and maintain a deep level of expertise in Axon’s comprehensive suite of technologies, including Axon Evidence, body-worn cameras, and the Axon Fleet system, becoming a go-to resource for technical inquiries.
• • Act as the primary technical liaison, facilitating clear and effective communication between Axon and its valued customers, ensuring all technical aspects are understood and addressed.
• • Actively participate in operational and technical meetings, ensuring robust communication channels and fostering strong collaborative relationships with customer teams.
• • Cultivate and maintain a strong internal Axon network, leveraging relationships to effectively support both the customer-facing Axon team and the customer’s internal Project Team.
• • Proactively monitor support tickets, providing efficient technical troubleshooting at a Tier 2 level, and escalating issues promptly and effectively when necessary to ensure timely resolution.
• • Diligently ensure that all Service Level Requirements (SLRs) and contractual obligations are consistently met, upholding Axon’s commitment to service excellence.
• • Support the Program Manager by preparing and providing requested materials, critical information, and detailed Voice of Customer (VOC) documentation, ensuring accurate representation of customer feedback.
• • Effectively communicate customer feedback across relevant Axon teams, collaborating proactively to drive meaningful product improvements and enhancements.
• • Identify and escalate potential risks to the Program Manager, facilitating swift internal and executive collaboration to mitigate challenges and ensure project success.
• • Interpret and clearly communicate Axon release notes, expertly tailoring the information to be relevant and understandable to the customer, thereby enhancing comprehension and driving product adoption.
• • Assist in the monthly invoicing process by ensuring the accuracy of reliable billing counts and meticulously maintaining Salesforce records.
• • Facilitate comprehensive training sessions and knowledge transfer for customer integrations, including APIs, complex workflows, and auto-tagging functionalities, empowering users to leverage advanced features.
• • Provide essential assistance in customer security assessments and vendor refresh assessments, particularly for major architectural changes, ensuring compliance and optimal system design.
• • Maintain an up-to-date and thorough understanding of the customer’s technical landscape, including their existing infrastructure, internal policies, and procurement processes, to better anticipate needs and provide tailored solutions.
• • Maintain and administer accurate deployment records, including shipment tracking and Return Material Authorizations (RMAs), ensuring operational efficiency and accountability.
• • Develop and enhance technical documentation and comprehensive knowledge base articles to improve customer support, bolster self-service capabilities, and deepen overall product comprehension for users.
• • **Location and Reporting:** This role is initially remote, with a planned gradual transition to a hybrid work model, requiring onsite presence 3-4 days per week in Peterborough, ON. Applicants must be able to work onsite in Peterborough, ON. You will report to the Manager, Professional Services.