Your ImpactThe Technical Account Manager will own the day-to-day relationship with one of Axon's key customers to build a long-term, strategic partnership. As the main point of contact for your customer, you will be looked upon to provide best practices and technical expertise to help stakeholders achieve their operational goals through the use of Axon's products. You will also work closely with multiple cross-functional teams by providing invaluable insight into customer needs and challenges, helping influence and guide internal product roadmaps and projects. As someone who wears multiple hats-from project manager to product expert to consultant-you will continually focus on making your customer more efficient and more confident in their daily workflows.
What You'll DoMust be willing to reside within one hour of Pinellas County Sheriff's Office HQ as this is an onsite role. Reports to: Sr. Director, Embedded Services
- Achieve mastery of all Axon technologies and products
- Use exceptional written and oral communication skills to effectively lead business and technical presentations, demonstrations, and conversations with VP-level and senior stakeholder audiences within your account
- Use leadership skills to independently prioritize and execute project tasks in a methodical and disciplined manner
- Manage customer expectations, keeping customers satisfied while ensuring expectations remain realistic
- Provide tier-2 technical support
- Provide limited redaction support, primarily in the form of technical guidance, training, and troubleshooting
- Remain organized and focused on removing sales obstacles through creativity and adaptation to rapidly changing circumstances
- Develop relationships with key partners to support growth within the customer account
- Where possible, improve or develop technical documentation to ease understanding and usage of Axon products and services
- Communicate customer feedback across multiple teams and divisions within Axon to drive product development and continuous improvement
- Maintain customer confidence, especially in high-pressure situations
- Maintain and develop relationships with other vendors within the agency to coordinate product installations, upgrades, and problem resolution when necessary
- Report, as needed, to various agency locations to ensure project timelines and objectives are being met
- Support customer deployment activities, implementation planning, product adoption, and operational readiness
- Deliver customer training related to relevant Axon products, workflows, and integrations
- Serve as a trusted advisor within a public safety, corrections, or government environment, helping the customer maximize operational value from their Axon investment
What You Bring- Bachelor's degree or equivalent work experience
- 3+ years of experience working with major city, enterprise, or similarly complex customers
- Proven track record of successfully managing customer relationships and technical projects
- Experience with project management and product deployment
- Understanding of SaaS, cloud providers/solutions, virtualization, and storage
- Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and internet technologies
- Ability to articulate technical concepts at a level appropriate to the audience, including clients with varying levels of IT knowledge and skillsets
- Unmatched analytical, strategic, and creative problem-solving skills
- Excellent interpersonal skills with strong written and verbal communication
- Detail-oriented with excellent organizational and time management skills
- Demonstrated ability to deal with change and excel in high-stress situations
- Experience working with and supporting law enforcement, corrections, public safety, or other governmental agencies
- Must be able to pass any required agency background check
- Possess a valid driver's license
- Have access to reliable transportation
Preferred Qualifications- Experience managing a public safety Axon program
- Experience with program management and progress reporting
- Knowledge of JIRA and Microsoft Dynamics
- Knowledge of CCTV, VMS, and IP cameras
- Experience working closely with sales and support teams
- Experience in networking and telecommunications
- Experience supporting deployments in law enforcement, corrections, public safety, or other governmental environments
- Familiarity with evidence workflows, redaction-related processes, or adjacent public safety operational workflows
- Experience coordinating across internal and external stakeholders in complex customer environments
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
- And yes, we have snacks in our offices
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
Important NotesThe 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.
