Technical Account Manager

• 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.

• Own the day-to-day relationship with one of Axon’s key customers to build a long-term, strategic partnership
• Provide best practices and technical expertise to help stakeholders achieve their operational goals through the use of Axon’s products
• Work closely with multiple cross-functional teams by providing invaluable insight into customer needs and challenges
• Continuously focus on making your customer more efficient and more confident in their daily workflows
• Achieve mastery of all Axon technologies and products
• Use exceptional written and oral communication skills to effectively lead business and technical presentations, demonstrations, and conversations with VP-level and senior stakeholder audiences
• Manage customer expectations, keeping customers satisfied while ensuring expectations remain realistic
• Provide tier-2 technical support
• Remain organized and focused on removing sales obstacles through creativity and adaptation to rapidly changing circumstances
• Develop relationships with key partners to support growth within the customer account
• Where possible, improve or develop technical documentation to ease understanding and usage of Axon products and services
• Communicate customer feedback across multiple teams and divisions within Axon to drive product development and continuous improvement
• Maintain customer confidence, especially in high-pressure situations
• Report, as needed, to various agency locations to ensure project timelines and objectives are being met
• Deliver customer training related to relevant Axon products, workflows, and integrations
• Serve as a trusted advisor within a public safety, corrections, or government environment, helping the customer maximize operational value from their Axon investment

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Technical Account Manager

Technical Account Manager