Technical Account Manager

• Manage the relationship with Small and Medium Enterprise customers
• Ensure customer satisfaction and handle inquiries
• Responsible for renewing and upselling client base quarterly
• Perform technical checkups and gather customer feedback
• Deliver customer insights to internal teams

Technical Account Manager, SME

• 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.

Software Technical Account Manager II – Traveling

• 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.

• This Home-Based role will be responsible for managing and selling the suite of Research Intelligence solutions in the states of IL, IN, OH, and KY.
• Achieve overall revenue targets for a portfolio of scientific databases and solutions including Solutions Products and Content Licensing.
• Understand client needs in a consultative approach and translate into realistic propositions and packages in support of the company sales strategy.
• Formulate focused strategies tailored towards the market; align sales approach to meet market needs in accordance with company policies; devise and implement account strategies to address differentiated needs at all levels of accounts.
• Annual account planning and execution (jointly with Account Manager where required).
• Regularly review sales results and forecasts e.g. via Clari and other sales enablement tools and adjust actions accordingly.
• Work closely with regional and federal government agencies to develop projects for scientific databases and solutions.
• Gather, monitor and evaluate competitive information and provide market feedback to the business to enhance product development and GTM.
• Participation in trade shows and conferences, with agreed outcomes.
• Develop and maintain relationships with all relevant decision makers and influencers at the customer level to support Elsevier’s strategic objectives.
• Provide market feedback to enhance product development for a more customer-focused product.
• Integrate and process information derived from current projects, customers, market awareness and technical knowledge.
• Ensure Salesforce is always up to date.

See all jobs on JobTailor

Technical Account Manager, SME

Software Technical Account Manager II – Traveling

Technical Account Manager

Solutions Account Manager, Research Intelligence