Embedded Technical Account Manager (Onsite)

📋 Description

• • As an Embedded Technical Account Manager (Onsite) at Axon, you will be a pivotal force in ensuring the successful integration and ongoing satisfaction of our key customers. Your role is central to fostering deep, long-term strategic partnerships, acting as the primary technical liaison and trusted advisor. You will leverage your comprehensive understanding of Axon's cutting-edge ecosystem of devices and cloud software, including Axon Evidence, body cameras, and the Fleet system, to guide customers toward achieving their most critical operational and safety goals.
• • This position demands a proactive and multifaceted approach, requiring you to wear multiple hats. You will function as a consultant, a product expert, a project manager, and a dedicated customer advocate, all aimed at optimizing customer workflows and maximizing the value derived from Axon's solutions. Your expertise will be instrumental in ensuring that our technology not only meets but exceeds customer expectations, directly contributing to Axon's overarching mission to Protect Life and enable transparency through innovation.
• • You will be deeply involved in understanding the intricate technical landscape of our clients, including their existing infrastructure, internal policies, and procurement processes. This knowledge allows you to provide tailored support and strategic recommendations, ensuring seamless integration and adoption of Axon technologies. Your ability to interpret and communicate complex technical information, such as Axon release notes, in a way that is relevant and easily digestible for various customer stakeholders will be crucial for driving product adoption and continuous improvement.
• • A significant aspect of your role will involve proactive engagement with customers to identify potential risks and challenges. You will be responsible for escalating these issues to the Program Manager, facilitating swift and effective collaboration across internal Axon teams and with customer leadership to ensure timely resolution and maintain project momentum. Your insights into customer needs and pain points will be invaluable, directly influencing internal product roadmaps and development projects, ensuring Axon remains at the forefront of public safety technology.
• • You will play a critical role in the day-to-day operational success of our customers by monitoring support tickets, providing robust tier 2 technical troubleshooting, and escalating issues as needed to ensure Service Level Requirements (SLRs) and contractual obligations are consistently met. This requires a keen eye for detail and a commitment to maintaining high standards of service and support.
• • Furthermore, you will contribute to the financial and administrative aspects of customer accounts by supporting monthly invoicing processes, ensuring accurate billing counts, and meticulously maintaining Salesforce records. Your involvement in customer security assessments and vendor refresh assessments for major architectural changes will ensure that our solutions remain secure and aligned with evolving industry standards.
• • Facilitating training and knowledge transfer is another key responsibility. You will empower customer teams by educating them on Axon integrations, APIs, workflows, and auto-tagging capabilities, fostering self-sufficiency and deeper product utilization. Developing and enhancing technical documentation and knowledge base articles will further improve customer support, promote self-service capabilities, and deepen overall product comprehension across the customer base.
• • This role is based in Manitoba First Nations and will transition from remote to a hybrid model, requiring onsite presence 3-4 days per week. You will report to the Manager of Professional Services, working collaboratively to achieve team and company objectives.
• • Ultimately, as an Embedded Technical Account Manager, you are the embodiment of Axon's commitment to customer success. You are the bridge between our innovative technology and the critical missions of our public safety partners, ensuring they have the reliable, effective tools they need to protect life and serve their communities with confidence and integrity.