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Manager, Technical Account Management Services at Axon
Customer Service | Full time
Job details
At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.
Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
Your Impact
As a manager within the Technical Account Management team, you will oversee a team of Onsite Technical Account Managers, driving the delivery of exceptional technical support and ensuring the successful adoption of Axon's products and services within law enforcement agencies. Your leadership will play a crucial role in enhancing public safety and enabling law enforcement agencies to leverage technology effectively for mission-critical operations. In addition, your role entails providing support to law enforcement agencies. You are the subject matter expert on all Axon products and services, you are finding solutions to large problems and advising agencies on best practices. You serve as a change manager who identifies agency pain points and helps with software adoption, crisis manager who responds to urgent technical support needs, and agency advocate within Axon.
What You’ll Do
Location: Remote within the US. Travel up to 30%
Reports to: Manager, Technical Account Management Services
Direct Reports: Up to 15
- Provide strategic leadership and direction to the Onsite Technical Account Managers within the team, guiding their efforts in delivering top-notch technical support and fostering strong customer relationships.
- Collaborate with cross-functional teams to develop and implement strategies for efficient technical support delivery, customer satisfaction, and software adoption.
- Monitor the performance of your direct reports and collaborate with the Manager regarding metrics, analyzing results, and implementing improvements to enhance service quality and efficiency.
- Handle escalations for challenging customer issues and crisis situations, ensuring timely resolution and maintaining customer satisfaction.
- Cultivate a collaborative team environment, promoting knowledge sharing, skill development, and professional growth.
- Lead by example in delivering exceptional customer service and technical support, setting a high standard for the team.
- Act as a TAM as needed for agency coverage.
- Provide escalation support and on-call support as needed.
- Provide excellent technical support for Axon’s RMS and/or Standards products daily to our agencies making sure their expectations are exceeded
- You collaborate daily with both agencies and internal employees for smooth resolution to issues
- Serve as a subject matter expert on Axon's products and services, assisting team members in resolving complex issues and customer interactions.
What You Bring
- Bachelor’s degree in business administration or related field OR 7+ yrs of relative experience
- 5+ years of experience in managing diverse and cross-functional teams
- Proven leadership skills with the ability to inspire and guide a team toward achieving goals.
- Capacity to adapt to evolving environments and manage multiple priorities effectively.
- Demonstrated intellectual curiosity, humility, accountability, and a positive approach to leadership.
- Proven track record of successfully managing customer relationships and technical projects in a customer facing/technical support role
- Ability to do reverse engineering, searching logs and root cause analysis
- Advanced experience with Microsoft Windows OS, Microsoft Networking and Active Directory
- Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage
- Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
- Basic knowledge of computer hardware, operating systems, and storage devices
- Ability to effectively communicate with various people including customers, colleagues, and across departments
- Experience using Splunk, JIRA, and/or Salesforce is preferred
- Experience building custom Microsoft Power BI dashboards, visualizations, and interfaces with Microsoft SSRS to deliver meaningful and actionable insights is preferred
- Experience building views, writing & optimizing queries, and creating reports in SQL Server is preferred
- Experience working and supporting law enforcement software systems such as Computer Aided Dispatch (CAD), Records Management Systems (RMS) is preferred
- Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information
- 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
The Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 98,000 in the lowest geographic market and USD 175,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.com/careers/benefits (http://www.axon.com/careers/benefits).
Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.
Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
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.
Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.
We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
