Embedded Technical Account Manager (Onsite)

📋 Description

• • **Join Axon and be a Force for Good:** At Axon, our mission is to Protect Life. We are driven by a passion for exploring and solving society's most critical safety and justice issues through an integrated ecosystem of devices and cloud software. We believe in the power of collaboration, fostering a culture where diverse perspectives from our customers, communities, and each other are not only welcomed but are essential to our success. Life at Axon is dynamic, challenging, and deeply meaningful. Here, you will be empowered to take ownership, drive tangible change, and experience continuous growth while working towards 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 (TAM) at Axon, you will serve as the primary technical point of contact for our key customers, cultivating and nurturing long-term strategic partnerships. Your role is pivotal in providing deep technical expertise, effective project management, and dedicated customer advocacy to ensure our stakeholders successfully achieve their operational goals by leveraging Axon’s innovative products and solutions. You will act as a crucial bridge between our customers and internal teams, offering invaluable insights into customer needs, operational challenges, and emerging requirements. These insights will directly influence our product roadmaps and ongoing development projects, ensuring Axon remains at the forefront of public safety technology.
• • **A Multifaceted Role for Maximum Impact:** This position requires you to wear multiple hats, seamlessly transitioning between the roles of a trusted consultant, a product expert, and a diligent project manager. Your primary objective is to empower our customers to optimize their daily workflows and maximize the value they derive from Axon’s comprehensive suite of solutions. You will play a critical role in ensuring that Axon’s cutting-edge solutions are perfectly aligned with the unique and evolving requirements of our key clients, all while delivering exemplary technical support and unparalleled customer service. Your expertise, dedication, and commitment will be instrumental in advancing Axon’s overarching mission to protect life and foster transparency through the strategic application of advanced technology.
• • **Key Responsibilities and Daily Operations:**
• • **Technical Expertise Development:** Achieve and maintain a high level of expertise across the full spectrum of Axon technologies, including but not limited to Axon Evidence, body-worn cameras, and the Axon Fleet system.
• • **Primary Technical Liaison:** Act as the main technical point of contact, facilitating clear and consistent communication between Axon and its valued customers.
• • **Meeting Participation:** Actively participate in operational and technical meetings, ensuring effective communication, collaboration, and alignment between all parties.
• • **Internal Network Cultivation:** Build and maintain a robust internal Axon network to effectively support both the customer-facing Axon team and the customer’s internal Project Team.
• • **Support and Escalation:** Proactively monitor support tickets, provide expert-level technical troubleshooting (Tier 2 support), and escalate issues as necessary to ensure timely resolution.
• • **Service Level Adherence:** Diligently ensure that all Service Level Requirements (SLRs) and contractual obligations are consistently met.
• • **Program Support and VOC:** Assist the Program Manager by providing requested materials, information, and Voice of Customer (VOC) documentation. Effectively communicate customer feedback across relevant Axon teams and collaborate to drive meaningful product improvements.
• • **Risk Identification and Mitigation:** Identify and escalate potential risks to the Program Manager to facilitate proactive internal and executive collaboration and problem-solving.
• • **Product Adoption and Communication:** Interpret and communicate Axon release notes, expertly tailoring the information to be relevant and understandable to the customer, thereby enhancing their comprehension and driving product adoption.
• • **Billing and Record Maintenance:** Support monthly invoicing processes by ensuring accurate billing counts and meticulously maintaining Salesforce records.
• • **Training and Knowledge Transfer:** Facilitate comprehensive training sessions and knowledge transfer for customer integrations, including APIs, workflows, auto-tagging functionalities, and more.
• • **Security and Architecture Support:** Assist customers with security assessments and vendor refresh assessments, particularly for major architectural changes.
• • **Customer Technical Landscape Awareness:** Maintain a thorough understanding of the customer’s existing technical landscape, including their infrastructure, internal policies, and procurement processes.
• • **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 Specifics:** This role is initially remote, with a planned transition to a hybrid model requiring onsite presence 3-4 days per week. Candidates must be able to work onsite in Grande Prairie, Alberta, Canada.
• • **Reporting Structure:** You will report to the Manager, Professional Services.