Technical Account Manager, Software Services

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 fast-paced 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

As a Technical Account Manager you will be a key player in deploying and supporting Axons 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 Youll Do

Location: Remote with 80% travel to customers in Tucson AZ
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 Axons 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 Axons 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 agencys needs are met promptly.

What You Bring

• Education: Bachelors 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.

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

#LI-Onsite

Dont meet every single requirement Thats 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 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 well-being 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.