Technical Account Manager

• Serve as the primary technical point of contact for assigned agencies
• Diagnose and resolve complex technical issues across Axon's software and integrated solutions
• Lead technical troubleshooting efforts and coordinate root-cause analysis across Product, Engineering, Support, and Services teams
• Manage escalations and ensure timely resolution of customer-impacting issues
• Maintain strong understanding of Axon's hardware, software, cloud, and integrated technology ecosystem
• Partner with deployment teams to design, configure, test, and implement Axon solutions
• Support successful onboarding and transition to steady-state operations
• Help customers adopt new capabilities and incorporate technology into existing workflows
• Identify barriers to adoption and recommend best practices to improve utilization
• Support customers through operational and technology changes associated with new deployments
• Build trusted relationships with technical and operational stakeholders within assigned agencies
• Serve as an advocate for customer needs and priorities within Axon
• Conduct regular customer reviews focused on technical health, adoption, and operational success
• Provide guidance on product capabilities, integrations, and recommended usage patterns
• Help customers understand how technology supports their operational objectives
• Develop an understanding of customer workflows and operational environments
• Identify opportunities to improve efficiency, product utilization, and operational effectiveness
• Support customer adoption of AI-powered capabilities across the Axon ecosystem
• Capture recurring workflow challenges and customer feedback to improve future deployments and customer experiences
• Contribute insights that help Product and Engineering teams better understand customer needs
• Utilize tools such as Power BI, SQL, dashboards, and reporting platforms to support customer insights and operational decision-making
• Assist customers with data integrations, reporting requirements, and workflow visibility
• Monitor customer health indicators, adoption metrics, and technical performance trends
• Use data to identify opportunities for improvement and proactive customer engagement
• Deliver advanced product training and technical education to customer stakeholders
• Develop and maintain customer-facing documentation and best practices
• Help agencies build confidence in using Axon's solutions effectively
• Support knowledge transfer and operational readiness during deployments and upgrades
• Work onsite with customers as needed to support deployments, training, troubleshooting, and operational success
• Maintain strong awareness of customer environments and evolving needs
• Support critical incidents and high-priority customer situations when required

Software Technical Account Manager II

• OWN THE TECHNICAL SUCCESS OF TOP TIER CUSTOMERS
• Act as the dedicated technical point of contact for a portfolio of strategic top tier customers.
• Lead the technical handoff from Sales Engineering to ensure continuity from implementation into ongoing operations.
• Build deep relationships with technical stakeholders, architects, platform owners, and engineering leaders.
• DRIVE PLATFORM HEALTH, SCALABILITY, AND PERFORMANCE
• Continuously assess customer deployments to identify risks around scalability, reliability, performance, and maintainability.
• Provide strategic recommendations for platform improvements, upgrades, optimizations, and architectural changes.
• Guide customers on automation and workflow best practices when they impact platform performance, reliability, or scalability.
• MANAGE ESCALATIONS AND OPERATIONAL EXCELLENCE
• Oversee technical support intake, issue management, critical incidents, and high-severity support cases.
• Coordinate cross-functional responses with Support, Product, Engineering, and Customer Success teams.
• Keep customers informed with timely communication, clear resolution plans, and proactive risk management.
• TURN CUSTOMER INSIGHTS INTO CONTINUOUS IMPROVEMENT
• Analyze support activity, recurring issues, usage patterns, and operational risks to drive preventative action plans.
• Triage technical product issues, bugs, and feature requests, ensuring feedback is accurately captured internally, and tracking through to completion with product & engineering.
• Share structured customer insights with Product and Engineering to improve platform outcomes at scale.
• Identify and address technical product gaps surfaced by enterprise customers, from triaging bugs and feature requests to contributing lightweight fixes, workflow improvements, or pull requests where appropriate, partnering with Product and Engineering to get high-impact improvements adopted.

• Lead enterprise onboarding sessions and technical discovery with full accountability for outcomes
• Configure the CommandLink ITSM platform: services, workflows, automation rules, escalation policies, and reporting
• Design and implement alerting and monitoring policies aligned to SLAs/SLOs
• Own integrations with external ITSM systems (ServiceNow, Jira, Freshservice) via APIs/webhooks
• Act as the primary technical owner for assigned enterprise accounts — accountable for adoption, satisfaction, and technical success
• Guide customers in adopting ITSM workflows, monitoring, and AIOps capabilities
• Run QBRs and proactively deliver improvement plans, not just recommendations
• Troubleshoot and resolve workflow, alerting, and integration issues with urgency and precision
• Join customer-facing sales calls as the technical authority on ITSM, monitoring, and workflow automation
• Collaborate with sales engineers to design solutions and ensure requirements are fully addressed
• Deliver platform demos that clearly showcase execution-ready solutions
• Takes on additional responsibilities and projects as needed to support the success of the team and organization.

• Serve as the technical owner for assigned accounts
• Understand customer business and security objectives
• Meet regularly with customers to review system health and program progress
• Act as the advocate and voice of the customer within Rapid7
• Maintain deep technical knowledge of Rapid7’s product offerings
• Direct crisis and incident response by coordinating with teams across the company

Technical Account Manager, TAM

• Assume the role of expert and specialist, trusted with the responsibility of managing and nurturing your designated client portfolio.
• Review impact of new features and fixes and assess those against customers organizational needs
• Assist in configuring Varicent specific solutions based on customer requirements as requested
• Generate and communicate monthly performance and support metric reports
• Analyze usage data and metrics to identify remedial actions required
• Help implement remedial actions for proactive maintenance
• Support other team members by troubleshooting errors, bugs &amp; technical hurdles and advising on best practice for optimizations - upskilling the team in the process
• Take initiative in identifying growth opportunities
• Collaborate with our team to achieve sustainable project and product growth
• Participate in Success Planning Workshops to drive Customer Success initiatives through Customer Success Planning
• Work with internal stake holders to review change management process and propose future state where possible

• Actively driving and managing the post sales process with Enterprise-level customers
• Articulating the company's technology and product positioning to both business and technical users
• Identifying all technical and business issues of assigned accounts for customer satisfaction
• Providing product and technical support for assigned accounts
• Identifying and developing upsell opportunities
• Conveying customer requirements to Product Management, Marketing and Engineering teams
• Delivering high-level and detailed sales presentations
• Attending conferences, seminars, etc.

Senior Technical Account Manager

• Act as clients’ cross-product technical expert, offering a client-specific lens on the FIS tech ecosystem and intersections with the client’s broader tech stack
• Develop relationships with key technical client stakeholders
• Proactively identify technical issues and develop client-specific remediation plans, in conjunction with cross-functional stakeholders
• Provide clients world-class support by monitoring and assisting in issue resolution (led by standard FIS support teams e.g., L2,SDM) including review and enhancement of root cause analysis prior to client delivery
• Assist in coordinated resolution of cross-departmental technical challenges to facilitate clients’ successful and expanding utilization of FIS solutions
• Collaborate with cross-functional teams (e.g. development) to implement tailor-made solutions
• Monitor client technical health proactively, identifying areas for improvement and implementing strategies to enhance technical customer success
• Have extensive product knowledge which includes the technical specifications, functionalities, and interoperability of the FIS tech ecosystem with clients

• 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.

• Play a crucial role in ensuring the successful implementation and utilization of Marketing Solutions for clients.
• Build strong client relationships, understand their needs, and deliver technical expertise and support.
• Collaborate with cross-functional teams to onboard clients, ensure timely and accurate delivery of Audience engagements, and serve as the client advocate.
• Manage onboarding and deployment, ensuring best practices for integration, scalability, and compliance.
• Proactively identify and mitigate risks.
• Serve as a subject matter expert on TransUnion’s Marketing Solutions.
• Troubleshoot and resolve technical issues in collaboration with internal teams.
• Coordinate cross-functional teams to deliver projects on time and provide status updates and performance reports.
• Conduct training sessions and workshops to help clients maximize solution value.

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