Embedded Customer Success Engineer Public Sector
Embedded Customer Success Engineer Public Sector
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Job Description
Join Axon and be a Force for Good.
At Axon were on a mission to Protect Life. Were explorers pursuing societys 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 fastpaced challenging and meaningful. Here youll 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
The Technical Account Manager will own the daytoday relationship with Axons key customer(s) to a build longterm strategic partnership. As the main point of contact for your customers you will be looked upon to provide best practices and technical expertise to help your stakeholders achieve their operational goals using Axons products. You will also work closely with multiple crossfunctional teams by providing invaluable insight into your customers needs and challenges helping influence and guide internal product roadmaps and projects. As someone that wears multiple hats from project management to product expert to consultant you will continually be focused on making your customer more efficient and more confident within their daily workflows.
What Youll Do
Location: Paris France (with ability to travel within France and French overseas territories as needed)
Hybrid role (remote work at customer sites) travel up to 50
Reports to: Director EMEA Professional Services
- Achieve mastery of all Axon technologies / products specifically Axon Evidence Local body cameras and kiosks
- Use exceptional written and oral communication skills to effectively lead business and technical presentations demonstrations and conversations with VPlevel 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 and expectations realistic
- Provide up to tier2 technical support
- Develop knowledge base articles on frequent and critical issues.
- Report bugs and trends to the necessary Axon engineering teams.
- Provide technical escalation support to other business areas.
- Create and maintain internal product test environments.
- Maintain and administration of internal deployment records.
- Assist 3rd party integrator in delivering software maintenance (biannual software upgrades across 200 customer locations across France and French overseas territories)
- Own the relationship with 3rd party integrator and the client throughout the length of the contract
- Remain organized and focused on removing obstacles through creativity and adaptation to rapidly changing circumstances
- Develop relationships with key partners across Axon to solve problems and successfully deploy the Axon products
- Where possible improve or develop technical documentation to ease understanding and usage of our products and services
- Communicate customer feedback across multiple teams and divisions within Axon to drive product development and improvement
- Maintain customer confidence especially in highpressure situations
- Travel to customer sites throughout France and French overseas territories as needed
What You Bring
- French citizenship is required in order to work with sensitive Government data willing to undergo a security check
- A strong IT background with 5 years of experience working in an IT support or deployment position.
- Substantial experience working with Major City or Enterpriselevel customers
- Proven track record of successfully managing customer relationships and technical projects
- Comfortable working alone to complete objectives and satisfy customer requirements with little management oversight.
- Local to France with the ability to travel within France or French overseas territories as needed
- Understanding of ITIL and Change Management processes with a high level of comfort planning documenting and executing changes following process and rolling back as required.
- Experience with software image creation and maintenance.
- Knowledge of routing and switching methodologies WiFi telecommunications and Internet technologies
- Advanced understanding of IT/Networking concepts including Microsoft Server & Client operating systems Microsoft SQL Server Microsoft Active Directory Microsoft Azure (specifically Entra ID) APIs Network Administration (TCP/IP DHCP DNS SSH Firewalls) and/or similar certifications
- Knowledge and demonstrated operating experience in one or more of the following areas of specializations: Digital Video Mobile communications IP security Embedded Systems IAM SAAS
- Knowledge and practical application implementing and managing relational database solutions using AWS RDS Microsoft/Azure SQL PostgreSQL Oracle MySQL MongoDB Db2 etc.
- Ability to articulate at a technical level appropriate to the circumstance i.e. for clients with varying levels of IT knowledge and skillset
- Unmatched analytical strategic and creative problemsolving 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 highstress situations
Dont meet every single requirement Thats ok. At Axon we Aim Far. We think big with a longterm 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 youre excited about this role and our mission to Protect Life but your experience doesnt 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.
Axons mission is to Protect Life and is committed to the wellbeing and safety of its employees as well as Axons 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. Were 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. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
Employment Type
Full Time
