Technical Account Manager, Software Services

Company: Axon
Location: Boston
Posted on: November 14, 2024

Job Description:

Your Impact
As a Technical Account Manager, you will provide frontline support for Axon's products and services to law enforcement agencies. You will be responsible for resolving routine technical issues, assisting with deployments, and ensuring smooth daily operations. Working closely with agency stakeholders, you will facilitate the initial deployment and continued adoption of Axon's software solutions, promoting best practices and a high level of customer satisfaction.
What You'll Do
Location: Remote. Required to travel up to 80% within the U.S.Direct Reports: N/AReports To: Manager of Technical Account Management Services

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• Provide Technical Support: Serve as the primary contact for technical support, responding to routine inquiries and troubleshooting minor issues with Axon's products and services.
  
• Assist in Deployments: Support the deployment team in configuring, testing, and deploying Axon products at customer sites.
  
• Facilitate Software Adoption: Work with law enforcement agencies to identify pain points and ensure smooth onboarding and adoption of Axon software.
  
• Maintain Customer Relationships: Build and maintain positive relationships with customers to promote long-term engagement and product usage.
  
• Document and Report: Keep accurate records of issues, resolutions, and suggestions for product improvements to aid in enhancing the customer experience.
  
• Training and Education: Provide basic training to agency staff on Axon's products and services, ensuring they are well-equipped to use the tools effectively.
  
• Collaborate with Cross-Functional Teams: Work closely with internal teams, including engineering and product teams, to communicate customer needs and feedback.
  
• Participate in Continuous Improvement: Contribute to team meetings and provide insights to improve support processes and customer satisfaction.
  
• Provide Onsite Support: Spend up to 3 weeks per month onsite with customers to resolve issues, provide training, and ensure the agency's needs are met promptly.
  
  What You Bring
  
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  • Bachelor's degree in business administration, computer science, or a related field, or equivalent experience.
    
  • 2+ years of relevant experience in technical support, customer service, and SaaS deployment.
    
  • Basic understanding of software deployments, troubleshooting, and IT infrastructure (e.g., operating systems, networks, cloud solutions).
    
  • Ability to perform root cause analysis and resolve routine issues independently.
    
  • Excellent verbal and written communication skills with an emphasis on customer interaction.
    
  • Proven ability to manage relationships with diverse stakeholders, including clients, partners, and internal teams.
    
  • Experience working in a collaborative team environment, able to support and learn from peers.
    
  • Previous experience supporting or working with public safety or law enforcement agencies is a plus.
    
  • Relevant technical certifications (e.g., Microsoft, Cisco, ITIL) are a plus.
    
  • Familiarity with law enforcement software systems such as RMS, CAD, and CJIS standards is highly desirable.
    
  • Experience using tools like Microsoft Power BI, SQL Server, JIRA, or Salesforce is preferred.
    
  • Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidentiality of sensitive information.
    
    Benefits that Benefit You
    
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    • 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 the location where you work.
      The Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay is between USD 80,000 in the lowest geographic market and USD 120,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as experience, training, transferable skills, work experience, business needs, and geographic market demands and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially, and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.com/careers/benefits.
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Keywords: Axon, Portland , Technical Account Manager, Software Services, IT / Software / Systems , Boston, Maine