Senior Customer Success Manager (Justice)
Senior Customer Success Manager (Justice)
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1 Vacancy
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
The Justice Senior Customer Success Manager will work with Axon Justices largest Prosecutor and Public Defender customers to build long-term strategic partnerships. You will work closely with your clients to understand their workflows organizational structures and overall requirements. As their main point of contact your customers will lean on you to provide best practices and to help them achieve their operational goals through the use of Axons products.
You will also work closely with multiple cross-functional teams by providing invaluable insight into customers needs and challenges helping influence and guide internal product road-maps and projects.
As someone who operate in a cross-functional capacity with a particular focus on Justice workflows and stakeholders from project management to product expert to consultant you will continually be focused on making your customers more efficient and more confident within their daily workflows.
What Youll Do
Location: Remote in the United States
Reports to: Director Customer Success
Travel: 30-35%
- Engage with your customers through regular calls business reviews and daily needs
- Monitor and manage adoption metrics to ensure customers are utilizing the full Axon Justice platform
- Create success plans for your customers and document customer progress toward established goals and results
- Manage escalations closely acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned
- Communicating major milestones and updates to Sr. Leadership on a regular basis
- Work closely with Axons marketing and training teams to conduct regular training webinars and calls
- Develop a deep understanding of Axons product lines and ensure proper implementation in every customers environment
- Learn and share industry best practices in order to solve customer needs
- Partner with Sales to identify growth and expansion opportunities within accounts
What You Bring
- Required Experience: Justice / Legal Sector. We are seeking candidates with deep experience in the justice/legal sector ideally within Prosecutor or Public Defender offices with strong knowledge of discovery digital evidence management case management motions and filings courtroom processes and interactions with law enforcement. Experience working with prosecutors defense attorneys or other legal practitioners is highly valued.
- Proven Justice Stakeholder Engagement: The role requires proven ability to engage effectively with justice stakeholders (e.g. DAs ADAs PDs and IT). Candidates should be familiar with the constraints and priorities these stakeholders face (e.g. statutory deadlines discovery disclosure ethical obligations) and able to translate those into customer success strategies.
- Strong project management skills with a proven system for tracking multiple customer requests issues and strategic plans
- A proven track record of leading process improvements within large organizations
- Previous experience tracking product adoption and customer engagement through data-analysis tools
- Self-motivated team-oriented responsible and focused on exceeding customer expectations
- Exceptional organizational presentation and communication skills both verbal and written
- Demonstrated ability to deal with change and excel in high-stress situations
- Bachelors degree or equivalent work experience
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.
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
