Full-Time

Sr. Director

Technical Account Management and Customer Engagement

Confirmed live in the last 24 hours

Axon

Axon

1,001-5,000 employees

Public safety technology for law enforcement

Government & Public Sector
Enterprise Software

Compensation Overview

$151.6k - $242.6kAnnually

Senior, Expert

San Francisco, CA, USA

Hybrid position with potential work from Denver, Seattle, Scottsdale, San Francisco, Atlanta, or Boston; travel up to 30%.

US Top Secret Clearance Required

Category
Customer Success Management
Sales & Account Management
Required Skills
Operating Systems
Salesforce
JIRA
Splunk
Requirements
  • 12-15+ years of relevant business experience
  • 5-10+ years of experience in managing diverse and cross-functional teams for Major City or Enterprise-level customers
  • 2-5+ year’s experience leading teams who implement and/or support with complex software product
  • Proven track record of successfully managing executive level customer relationships and technical projects
  • Experience managing high-visibility customer escalations and working closely with executives, sales, customer success, product, and support teams
  • Capacity to adapt to evolving environments and manage multiple priorities effectively
  • Demonstrated intellectual curiosity, humility, accountability, and a positive approach to leadership
  • Detail oriented with excellent organizational and time management skills
  • Demonstrated ability to deal with change and remain calm in high-stress situations
  • Proven track record of successfully managing customer relationships and technical projects in a customer facing/technical support role
  • Ability to lead team through troubleshooting efforts such as reverse engineering, searching logs and root cause analysis
  • Demonstrated ability to build processes and develop people
  • Excellent interpersonal skills with strong written and verbal communication
  • Advanced experience with Microsoft Windows OS, Microsoft Networking and Active Directory is desired
  • Understanding of multi-system ecosystems comprised of hardware and software with first- and third-party technologies
  • Basic knowledge of computer hardware, operating systems, and storage devices
  • Experience supporting public safety customers is desired
  • Ability to effectively communicate with various people including customers, colleagues, and across departments
  • Experience using systems like Splunk, JIRA, Microsoft Dynamics, Smartsheet, and/or Salesforce
  • Experience navigating dashboards such as Microsoft Power BI, preferred experience creating visualizations, and interfaces
  • Experience building views, writing & optimizing queries, and creating reports in databases such as SQL Server is preferred
  • Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
  • Experience working and supporting law enforcement software systems such as Records Management Systems (RMS) is preferred
  • Must pass a Criminal Justice Information Services (CJIS) background check and maintain CJIS clearance. Handle confidential and highly sensitive information
Responsibilities
  • Ensure team managers and individual contributors have deep understanding of Axon products, particularly complex software solutions and unique customer configurations
  • Achieve mastery on Axon's products and services, assisting team members in resolving complex issues and customer interactions
  • Get to know customer executive / command staff to act as escalation point for concerns
  • Handle escalations for challenging customer issues and crisis situations, ensuring timely resolution and maintaining high customer satisfaction, communication across internal key stakeholders, and clear follow-up actions
  • Provide strategic leadership and direction to Managers of the technical support staff, guiding their efforts in delivering top-notch technical support and fostering strong customer relationships
  • Collaborate with internal cross-functional teams, especially sales, customer success, and product to develop and implement strategies for efficient technical support delivery, customer satisfaction, and product adoption
  • Monitor the performance of your direct reports and their team’s leveraging metrics, analyzing results, and implementing improvements to enhance service quality and efficiency
  • Cultivate a collaborative team environment, promoting knowledge sharing, skill development, innovation, and professional growth for the team
  • Develop and continuously improve technical documentation and job aids to facilitate understanding, repeatability, and quality of processes
  • Remain organized and focused on removing obstacles through creativity and adaptation to rapidly changing circumstances
  • Facilitate regular team meetings and conduct 1:1 check-in with team
  • Maintain familiarity with relevant Axon Academy content and leverage for training
  • Lead by example in delivering candid messages to customers, exceptional customer service, and technical support
  • Responsible for developing, maintaining, and improving team’s processes, training and workflows
  • Go on-site to the agencies to provide assistance and help as needed
  • Provide regular reporting and communication to senior leadership on customer escalations, trends, potential and realized pain points, team performance, project status, and other key metrics
  • Champion a culture of collaboration, respect, and continuous learning, promoting diversity and inclusion and supporting team members' personal and professional growth
  • Foster a culture of innovation, encouraging team members to identify new opportunities for business growth and development and driving the development of new services and processes

Axon provides technology solutions aimed at improving public safety and law enforcement effectiveness. Their product range includes smart weapons like TASER devices, body-worn cameras, in-car video systems, and software for managing evidence and enhancing situational awareness. These products work by integrating hardware and software to help law enforcement agencies capture, store, and analyze data effectively. Axon stands out from competitors by offering a combination of hardware and software-as-a-service (SaaS) solutions, which provide ongoing revenue through subscriptions. The company's goal is to enhance safety and accountability in public safety operations, ensuring that law enforcement agencies have the tools they need to protect lives and operate efficiently.

Company Stage

IPO

Total Funding

$246M

Headquarters

Scottsdale, Arizona

Founded

1993

Growth & Insights
Headcount

6 month growth

-2%

1 year growth

-2%

2 year growth

-2%
Simplify Jobs

Simplify's Take

What believers are saying

  • Axon's leadership in public safety technology is reinforced by its continuous innovation and expansion, such as the integration of Dedrone's drone security solutions.
  • The company's strong financial performance, evidenced by a 34% revenue increase, indicates robust growth and stability.
  • Axon's new AI-powered software for automating police reports demonstrates its commitment to leveraging cutting-edge technology to improve operational efficiency for law enforcement agencies.

What critics are saying

  • The integration of Dedrone's technology may present challenges in terms of operational and cultural alignment, potentially impacting innovation.
  • Axon faces competition from companies like Brinc, which are expanding their offerings in public safety technology, potentially eroding Axon's market share.

What makes Axon unique

  • Axon's comprehensive suite of public safety products, including TASER devices, body-worn cameras, and advanced software solutions, sets it apart from competitors who may focus on a narrower range of offerings.
  • The company's SaaS model for evidence management and data analytics provides a recurring revenue stream, ensuring financial stability and continuous innovation.
  • Axon's recent acquisition of Dedrone enhances its capabilities in drone security, positioning it as a leader in integrated public safety technology.

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Benefits

Medical, Dental, Vision

Fitness Programs

Mental Health

Pre-Tax Savings (401k, HSA, FSA)

Annual Bonuses

Stocks

Remote Work

Paid Time Off

Parental Leave

Room to Grow

Leadership Development Program

Learning and Development