Boston Scientific

Software Technical Account Manager II (Traveling)

Boston Scientific • $85K — $110K *
Columbus, OH 43230In-Person
Enterprise Technology
Less than 5 years of experience
1 month ago
Job Overview by Ladders

Qualifications

  • Bachelor's degree in business administration, computer science, or similar field, or equivalent experience.
  • 4+ years in technical account management or related customer-facing roles, ideally in public safety or software.
  • Proven experience deploying SaaS solutions and troubleshooting software.
  • Strong customer relationship management skills with a capacity to act as a trusted advisor.
  • Experience with cross-functional collaboration in technical settings.
  • Strong problem-solving skills, particularly in technical diagnostics and root cause analysis.
  • Technical knowledge of Windows OS, networking, cloud solutions, and analytics tools.

Responsibilities

  • Act as the main technical liaison for agencies, diagnosing and resolving complex issues.
  • Collaborate with teams to ensure successful design and implementation of software solutions.
  • Respond to critical technical issues and manage crisis situations effectively.
  • Represent agency needs internally to drive product and service improvements.
  • Guide agencies through change management and best practices for software adoption.
  • Work with cross-functional teams to enhance the customer experience.
  • Utilize data management tools to create custom dashboards and reports.

Benefits

  • Competitive salary and 401k with employer match
  • Discretionary paid time off
  • Paid parental leave for all
  • Medical, Dental, Vision plans
  • Fitness Programs
  • Emotional & Mental Wellness support
  • Learning & Development programs
Full Job Description
Your Impact

As a Technical Account Manager, you will be a key player in deploying and supporting Axon's software solutions directly within law enforcement agencies. You will leverage your expertise in Axon products and services to provide high-level technical support, manage complex deployments, and foster strong customer relationships. You will serve as the primary point of contact for your assigned agencies, handling major technical issues, driving software adoption, and acting as an advocate for the customer within Axon. Your work will contribute to enhancing public safety and saving lives by ensuring our technology is effectively utilized by those who need it most.
What You'll Do

Location: Remote with 80% travel to agency locations in the US
Reports To: Manager of Technical Account Management Services
  • Lead Technical Support: Act as the main technical liaison for assigned agencies, diagnosing and resolving complex technical issues with Axon's products and services.
  • Drive Deployments: Collaborate with deployment teams to design, configure, test, and implement Axon software solutions, ensuring successful rollouts.
  • Manage Crisis Situations: Respond quickly to critical technical issues, acting as a crisis manager to restore functionality and minimize impact on agency operations.
  • Advocate for Customers: Represent agency needs and feedback internally at Axon, influencing product development and service improvements.
  • Promote Best Practices: Guide agencies through change management processes, identifying pain points and providing solutions to optimize software usage and adoption.
  • Collaborate Across Teams: Work closely with cross-functional teams, including engineering, product management, and sales, to ensure a seamless customer experience.
  • Data Management and Reporting: Utilize tools like Microsoft Power BI, SQL Server, and Form Builder/JSON to build custom dashboards, manage data integrations, and support reporting needs.
  • Training and Education: Provide advanced training and training documentation to agency staff on Axon's products and services, ensuring they are well-equipped to use the tools effectively.
  • Provide Onsite Support: Work onsite with customers to resolve issues, provide training, and ensure the agency's needs are met promptly.
What You Bring
  • Education: Bachelor's degree in business administration, computer science, or a related field, or equivalent experience.
  • Experience: 4+ years of experience in a technical account management or similar customer-facing role, preferably within the public safety or software sectors.
  • Technical Expertise: Demonstrated experience in deploying SaaS solutions, including configuring, testing, and troubleshooting complex software applications.
  • Customer Relationship Management: Proven ability to build and maintain relationships with diverse stakeholders, acting as a trusted advisor and advocate for customers.
  • Cross-Functional Collaboration: Experience working with cross-functional teams (engineering, marketing, sales, customer support) to deliver high-quality support and product improvements.
  • Problem Solving: Strong skills in root cause analysis, troubleshooting, and the use of tools like Splunk, JIRA, and Salesforce.
  • Technical Skills: Advanced knowledge of Windows OS, networking (routing, switching, Wi-Fi), cloud solutions, virtualization, and storage.
  • Data Analytics and Reporting: Experience with data management and reporting tools (Microsoft Power BI, SQL Server) and creating meaningful insights.
  • Flexibility: Willingness to work onsite with customers and be available outside of normal business hours for critical issues.
  • Compliance: Ability to pass a Criminal Justice Information Services (CJIS) background check and handle confidential information with discretion.
  • Advanced Technical Skills: Experience building custom dashboards, writing SQL queries, and using advanced analytics tools.
  • Experience in Public Safety: Previous experience supporting or working with public safety or law enforcement agencies.
  • Certifications: Relevant technical certifications (e.g., Microsoft, Cisco, ITIL) are a plus.
  • Law Enforcement Systems: Familiarity with law enforcement software systems such as RMS, CAD, and CJIS standards is highly desirable.
  • Must pass a Criminal Justice Information Service (CJIS) background check and maintain CJIS clearance. Handle confidential and highly sensitive information
Benefits that Benefit You
  • Competitive salary and 401k with employer match
  • Discretionary paid time off
  • Paid parental leave for all
  • Medical, Dental, Vision plans
  • Fitness Programs
  • Emotional & Mental Wellness support
  • Learning & Development programs


Benefits listed herein may vary depending on the nature of your employment and the location where you work

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

About Boston Scientific

BTG offers program solutions for small business programs, management workforce development, emerging business growth strategies, training development and delivery strategies, and business planning services.

Boston Scientific Careers

Joining Boston Scientific means becoming part of a global team dedicated to advancing science for life. With a focus on medical solutions that improve the health of patients around the world, Boston Scientific offers unparalleled job opportunities in the healthcare industry. Work You’ll Do At Boston Scientific, your work contributes directly to transforming lives through innovative medical solutions. As a member of our team, you will collaborate with skilled professionals to drive growth and innovation in healthcare. Our commitment to leadership in the industry makes Boston Scientific a place where careers flourish and professional development is taken seriously. Boston Scientific Leadership and Development Programs We are committed to nurturing a culture of growth and leadership. Boston Scientific’s development programs are designed to foster professional skills, leadership qualities, and a deep understanding of the medical devices industry. Whether you’re just starting out with an internship or you’re a seasoned professional, our programs help you achieve your career ambitions. Innovative Work Join a team where innovation is at the heart of everything we do. Boston Scientific is a leader in developing cutting-edge technologies and solutions that address unmet patient needs. By focusing on innovation, we maintain our leadership in the medical field and ensure continuous growth and improvement. Be Part of a Diverse and Inclusive Team At Boston Scientific, we believe that diversity fuels innovation. Our commitment to diversity and inclusion is evident in our hiring practices and the dynamic team culture we cultivate. Employees from various backgrounds bring unique perspectives that lead to better solutions and a more inclusive workplace. Benefits and Opportunities Boston Scientific is dedicated to providing employees with competitive benefits and a supportive environment that values health and well-being. Our benefits package includes comprehensive health coverage, retirement plans, and employee wellness programs, all designed to support your life both inside and outside of work. Explore Career Opportunities Whether you’re looking for an internship, a full-time position, or a leadership role, Boston Scientific offers a range of career paths. Explore job opportunities that match your skills and interests on our Careers page. We are always looking for curious, creative, and driven individuals to join our team. Stay Connected Keep up to date with the latest at Boston Scientific by following our Careers Blog. Gain insights from our team, learn about our culture, and get tips on everything from crafting your resume to acing your interview. Networking and Professional Growth Enhance your career through networking opportunities within Boston Scientific. Connect with leaders, gain industry insights, and build relationships that will help propel your career forward. Our professional environment encourages networking and collaboration, which are key to personal and professional growth. Join Our Team Search open positions at Boston Scientific that align with your skills and interests. We are looking for passionate, innovative, and solution-driven team players ready to make a difference. Start your journey with us today and be part of a company that’s dedicated to transforming lives through science. SEARCH BOSTON SCIENTIFIC JOBS Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Boston Scientific.
Learn more about Boston Scientific
Size
41,000 employees
Market Cap
$66.3 billion
Industry
Healthcare
Net Income
-$82 million
Founded
1979
5 Year Trend
+7.2%
Revenue
$9.9 billion
NASDAQ
BSX
* Ladders Estimates

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