Software Technical Account Manager II - Greensboro - Axon : Job Details

Software Technical Account Manager - Greensboro at Axon. Join Axon and be a Force for Good. At Axon, we're on a mission to Protect Life with an ecosystem of devices and cloud software. We value candor, care, and diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. You will take ownership and drive real change, growing as you contribute to a mission that matters at a company where you matter.

As a Technical Account Manager, you will deploy and support Axon's software solutions directly within law enforcement agencies. You will leverage your expertise to provide high-level technical support, manage complex deployments, and foster strong customer relationships. You will serve as the primary point of contact for assigned agencies, handling major technical issues, driving software adoption, and acting as an advocate for the customer within Axon. Your work will contribute to enhancing public safety and saving lives by ensuring our technology is effectively utilized.

• Lead Technical Support: Act as the main technical liaison for assigned agencies, diagnosing and resolving complex technical issues with Axon\'s products and services.
• Drive Deployments: Design, configure, test, and implement Axon software solutions, ensuring successful rollouts.
• Manage Crisis Situations: Respond quickly to critical technical issues and restore functionality to minimize impact on agency operations.
• Advocate for Customers: Represent agency needs and feedback internally at Axon, influencing product development and service improvements.
• Promote Best Practices: Guide agencies through change management and optimize software usage and adoption.
• Collaborate Across Teams: Work with engineering, product management, and sales to ensure a seamless customer experience.
• Data Management and Reporting: Build dashboards and support data integrations and reporting needs using tools like Microsoft Power BI, SQL Server, and related technologies.
• Training and Education: Provide advanced training and documentation to agency staff on Axon's products and services.
• Provide Onsite Support: Work onsite with customers to resolve issues and ensure their needs are met.

• Education: Bachelor's degree in business, computer science, or related field, or equivalent experience.
• Experience: 4+ years in technical account management or similar customer-facing role, preferably in public safety or software sectors.
• Technical Expertise: Experience deploying SaaS solutions, including configuring, testing, and troubleshooting complex software.
• Customer Relationship Management: Ability to build and maintain relationships with diverse stakeholders and act as a trusted advisor.
• Cross-Functional Collaboration: Experience working with engineering, marketing, sales, and customer support to deliver high-quality outcomes.
• Problem Solving: Strong root cause analysis and troubleshooting skills; familiarity with tools like Splunk, JIRA, and Salesforce.
• Technical Skills: Knowledge of Windows OS, networking, cloud solutions, virtualization, and storage.
• Data Analytics and Reporting: Experience with data management and reporting tools (Power BI, SQL Server) and generating insights.
• Flexibility: Willingness to work onsite with customers and be available for critical issues outside normal hours.
• Compliance: Ability to pass CJIS background checks and handle confidential information with discretion.
• Advanced Technical Skills: Experience building dashboards, writing SQL queries, and using analytics tools.
• Public Safety Experience: Prior experience supporting or working with public safety or law enforcement agencies.
• Certifications: Relevant technical certifications (e.g., Microsoft, Cisco, ITIL) are a plus.
• Law Enforcement Systems: Familiarity with RMS, CAD, and CJIS standards is highly desirable.

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs

Benefits listed herein may vary depending on the nature of your employment and location. Axon is an equal opportunity employer and is committed to building diverse teams that reflect the communities we serve. If you require accommodation during the application process, please email [email protected].