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 innovative ecosystem of devices and cloud software. Our collaborative spirit mirrors the synergy of our products; we thrive on candor, care, and actively seek diverse perspectives from our customers, communities, and each other.
• • **Life at Axon:** Experience a fast-paced, challenging, and deeply meaningful work environment. Here, you will be empowered to take ownership, drive real change, and experience continuous growth as you contribute to a mission that truly matters, within a company that values your contributions.
• • **Your Impact as a Technical Account Manager:** As a Technical Account Manager (TAM) at Axon, you will serve as the primary point of contact for our key customers, cultivating and nurturing long-term strategic partnerships. Your role is pivotal in providing essential technical expertise, adept project management, and dedicated customer advocacy to ensure stakeholders successfully achieve their operational goals utilizing Axon’s comprehensive suite of products. You will be the bridge between our customers' needs and Axon's solutions.
• • **Cross-Functional Collaboration and Customer Advocacy:** You will work closely with various internal cross-functional teams, offering invaluable insights into customer needs, operational challenges, and emerging requirements. This feedback loop is crucial for influencing our internal product roadmaps and ongoing development projects, ensuring Axon remains at the forefront of public safety technology.
• • **A Multifaceted Role:** This position requires you to wear multiple hats, seamlessly transitioning between the roles of a trusted consultant, a deep product expert, and an efficient project manager. Your primary objective is to help our customers optimize their daily workflows and maximize the value they derive from Axon’s solutions.
• • **Ensuring Solution Alignment and Exemplary Support:** You will play a critical role in ensuring that Axon’s cutting-edge solutions precisely align with key customer requirements. Simultaneously, you will provide exemplary technical support and unparalleled customer service, directly contributing to Axon’s overarching mission of protecting life and enabling transparency through advanced technology.
• • **Key Responsibilities and Duties:**
• • **Technical Expertise Development:** Achieve and maintain a high level of expertise in Axon technologies, including Axon Evidence, body-worn cameras, TASER devices, and the Axon Fleet system.
• • **Primary Technical Liaison:** Act as the main technical point of contact between Axon and assigned customers, ensuring clear and consistent communication.
• • **Meeting Engagement:** Actively participate in operational and technical meetings with customers, ensuring effective communication, collaboration, and alignment.
• • **Internal Network Building:** Cultivate and maintain a robust internal Axon network to effectively support both the customer-facing Axon team and the customer's Project Team.
• • **Support and Escalation:** Monitor customer support tickets, provide effective technical troubleshooting (Tier 2 level support), and escalate issues appropriately when necessary to ensure timely resolution.
• • **Service Level Adherence:** Ensure all Service Level Requirements (SLRs) and contractual obligations are consistently met, maintaining customer satisfaction and trust.
• • **Program Support and VOC:** Assist the Program Manager by providing requested materials, information, and critical Voice of Customer (VOC) documentation. Effectively communicate customer feedback across relevant Axon teams and collaborate to drive product improvements and innovation.
• • **Risk Identification and Mitigation:** Identify and escalate potential risks to the Program Manager to facilitate proactive internal and executive collaboration and problem-solving.
• • **Release Note Communication:** Interpret and communicate Axon release notes, tailoring the information to be relevant and easily understandable for the customer, thereby enhancing product adoption and user proficiency.
• • **Billing Support:** Support monthly invoicing processes by ensuring accurate billing counts and diligently maintaining Salesforce records.
• • **Training and Knowledge Transfer:** Facilitate comprehensive training sessions and knowledge transfer for customer integrations, including APIs, custom workflows, auto-tagging functionalities, and other advanced features.
• • **Security and Architecture Support:** Assist in customer security assessments and vendor refresh assessments, particularly for major architectural changes, ensuring compliance and optimal system design.
• • **Customer Technical Landscape Awareness:** Maintain a thorough understanding of the customer’s existing technical landscape, including their infrastructure, internal policies, and procurement processes, to better align Axon solutions.
• • **Deployment Record Management:** Maintain and administer accurate deployment records, including shipment tracking and Return Material Authorizations (RMAs).
• • **Documentation Enhancement:** Develop and enhance technical documentation and knowledge base articles to improve customer support, empower self-service capabilities, and deepen overall product comprehension.
• • **Location and Reporting:** This role is initially remote, with a planned transition to a hybrid model requiring onsite presence 3-4 days per week in Chatham-Kent, Ontario, Canada. Please only apply if you are able to work onsite in Chatham-Kent. You will report to the Manager, Professional Services.