Senior Technical Program Manager I - Sustainment
Senior Technical Program Manager I - Sustainment
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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 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
Axon is seeking a results-driven and experienced Senior Technical Program Manager to drive customer satisfaction product enablement and feature adoption throughout the Records Management System (RMS) deployment lifecycle. This role plays a pivotal part in ensuring accurate scoping so we sign customers with confidence and they continue to thrive on Records after they graduate from their dedicated Technical Account Managers. You will drive feature enablement promote customer adoption and lead sustainment initiatives that extend well beyond go-live through structured training quality assurance and advanced escalation support.
The ideal candidate brings a proven track record of cross-functional leadership with hands-on experience in program management technical enablement of SaaS products training strategy and customer success across complex enterprise solutions. Success in this role requires a long-term mindsetfocusing on full product utilization value realization and continuous learning for our customers.
What Youll Do
Location: US-based Axon hub sites (Atlanta Boston Denver Scottsdale Austin Chicago Charlotte or Seattle metro areas)
Travel: 40%
Reports to: Sr. Director Productivity
As a Senior Technical Program Manager focused on customer enablement you will own a portfolio of law enforcement agencies who have completed their initial RMS implementation and have achieved sustained adoption with their initial build. Your mission is to ensure these agencies continue to realize value from their investment by supporting post-deployment growth driving sustained feature adoption and serving as their strategic technical partner. You will bridge the gap between initial go-live and long-term operational maturity ensuring they evolve and expand their usage of RMS in parallel with their operations. You will also support strategic opportunities by aligning with sales and the customer on accurate scoping of projects before our sales team finalizes the deal. Your role will include (but not limited to):
- Serve as an operational RMS expert embedded within the Productivity PSO team to support pre-sales and post-deployment needs.
- Act as a liaison between Sales services and Product to validate Statements of Work (SOW) and unique customer requirements ensuring alignment with the current and future state of the RMS product roadmap.
- Serve as a critical escalation resource for post-deployment issues outside normal customer support for agencies without a Technical Account Manager (TAM).
- Increase team bandwidth and throughput by serving as a sustainment resource to address escalated customer challenges.
- Project-manage new customer requests for services such as a 3rd-party integration for deployed customers without TAMs.
- Measure and report out on customer satisfaction/sentiment on a quarterly basis for all your supported agencies.
- Continually educate your supported agencies with training and information about new features to support ongoing customer adoption.
- Routinely audit the health of your agencies environments and configuration to continually improve their operational effectiveness.
- Collate and share the most impactful customer feedback across the agencies you support for the Product teams awareness and prioritization.
What You Bring
- 4 years of experience in program or project management enablement or related roles in a technical or SaaS environment.
- Proven experience developing and delivering training programs and customer education initiatives.
- Strong cross-functional collaboration skills with demonstrated ability to influence and align teams.
- Excellent communication and presentation skills including experience hosting webinars or training sessions.
- Proven ability to thrive in dynamic evolving environments and to deliver results autonomously and collaboratively.
- Experience with public safety or government technology deployments.
- Familiarity with complex enterprise software.
- Certification in Project Management (PMP Agile etc.) or Enablement (ATD etc.) is a plus.
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
#LI-Hybrid
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.
Required Experience:
Manager
Employment Type
Full Time
