Axon

Senior Technical Program Manager I – Sustainment

Axon

full-time

Posted on:

Origin:  • 🇺🇸 United States • Arizona, Colorado, Illinois, Massachusetts, North Carolina

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Job Level

Senior

Tech Stack

CloudPMP

About the role

  • Own a portfolio of law enforcement agencies post-RMS implementation and drive sustained adoption and value realization
  • 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 and unique customer requirements
  • Serve as a critical escalation resource for post-deployment issues outside normal customer support for agencies without a Technical Account Manager
  • 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 3rd-party integrations for deployed customers without TAMs
  • Measure and report on customer satisfaction/sentiment quarterly for supported agencies
  • Continually educate supported agencies with training and information about new features to support ongoing customer adoption
  • Routinely audit the health of agencies’ environments and configuration to improve operational effectiveness
  • Collate and share impactful customer feedback across supported agencies for Product team awareness and prioritization

Requirements

  • 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
  • May require legal eligibility to work in a firearms environment