Axon

Technical Account Manager, Software

Axon

full-time

Posted on:

Origin:  • 🇺🇸 United States • North Carolina

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Job Level

Mid-LevelSenior

Tech Stack

CloudSplunkSQLSwitching

About the role

  • Act as the main technical liaison for assigned agencies, diagnosing and resolving complex technical issues with Axon's products and services.
  • Collaborate with deployment teams to design, configure, test, and implement Axon software solutions, ensuring successful rollouts.
  • Respond quickly to critical technical issues, acting as a crisis manager to restore functionality and minimize impact on agency operations.
  • Represent agency needs and feedback internally at Axon, influencing product development and service improvements.
  • Guide agencies through change management processes, identifying pain points and providing solutions to optimize software usage and adoption.
  • Work closely with cross-functional teams, including engineering, product management, and sales, to ensure a seamless customer experience.
  • Utilize tools like Microsoft Power BI, SQL Server, and Form Builder/JSON to build custom dashboards, manage data integrations, and support reporting needs.
  • Provide advanced training and training documentation to agency staff on Axon’s products and services, ensuring they are well-equipped to use the tools effectively.
  • Work onsite with customers to resolve issues, provide training, and ensure the agency's needs are met promptly.

Requirements

  • Bachelor’s degree in business administration, computer science, or a related field, or equivalent experience.
  • 4+ years of experience in a technical account management or similar customer-facing role, preferably within the public safety or software sectors.
  • Demonstrated experience in deploying SaaS solutions, including configuring, testing, and troubleshooting complex software applications.
  • Proven ability to build and maintain relationships with diverse stakeholders, acting as a trusted advisor and advocate for customers.
  • Experience working with cross-functional teams (engineering, marketing, sales, customer support) to deliver high-quality support and product improvements.
  • Strong skills in root cause analysis, troubleshooting, and the use of tools like Splunk, JIRA, and Salesforce.
  • Advanced knowledge of Windows OS, networking (routing, switching, Wi-Fi), cloud solutions, virtualization, and storage.
  • Experience with data management and reporting tools (Microsoft Power BI, SQL Server) and creating meaningful insights.
  • Willingness to work onsite with customers and be available outside of normal business hours for critical issues.
  • Ability to pass a Criminal Justice Information Services (CJIS) background check and handle confidential information with discretion.
  • Experience building custom dashboards, writing SQL queries, and using advanced analytics tools.
  • Previous experience supporting or working with public safety or law enforcement agencies.
  • Relevant technical certifications (e.g., Microsoft, Cisco, ITIL) are a plus.
  • Familiarity with law enforcement software systems such as RMS, CAD, and CJIS standards is highly desirable.