Technical Account Manager @ Axon

Join Axon and be a Force for Good.

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact
The Technical Account Manager will help drive the day-to-day relationship with one of Axon’s largest customers to a build long-term, strategic partnership.
You will support our effort by providing invaluable insight into your customer’s needs and challenges, helping influence and guide internal product roadmaps and projects. In your supporting role, you will continually be focused on making your customer more efficient and more confident within their daily workflows.

What You’ll Do
Location: New York Police Department
Reports to: NYPD Program Director

Familiar with Axon technologies / products
Use exceptional written and oral communication skills to effectively lead business and technical presentations, demonstrations and conversations with VP-level audiences within your account
Manage customer expectations, keeping customers satisfied and expectations realistic
Provide tier I technical support
Remain organized and focused on removing sales obstacles through creativity and adaptation to rapidly changing circumstances
Develop relationships with key partners for growth within their customer base
Maintain customer confidence, especially in high-pressure situations
Maintain/develop relationships with other vendors within the agency to coordinate product installations/upgrades and assist with problem resolution when necessary.
Manage all aspects of local Quality Assurance and User Acceptance testing for all Axon products.

Maintain firmware deployment schedule
Manage quarterly meetings with internal Product Owners
Perform local QA testing prior to performing UAT testing for NYPD
Create UAT documentation and signoff sheet that is required by the NYPD

Evidence.com Product Specialist

Assists in Axon Evidence training for NYPD and Partner Agencies
Performs daily health check to ensure that all Axon services are operational
Discusses new features with NYPD
Assists in outage support for NYPD
Runs biweekly Case Share script to ensure that all cases are shared to Partner Agencies correctly

Prepare camera kits and assign BWC for onsite walk-in provisioning.
Support of BWC supply management

Track BWC ownership
Monitor and maintain headquarters BWC supply to support ServiceDesk and walk-in provisioning requests

Onsite testing and quality evaluation of returned BWC
Body Worn Camera Hardware/Fleet RMA for the NYPD

Collect hardware from headquarters
Testing and Documentation of Issues
Shipping Axon RMA Scottsdale and Tracking Returns
Perform UAT testing with NYPD UAT team and receive signoff
Updating SharePoint with all proper artifacts and signoff documentation prior to release of new features to the NYPD production environment

What You Bring

Bachelor’s Degree or equivalent work experience
1 year of experience working with Major City or Enterprise-level customers
Proven track record of successfully managing customer relationships and technical projects
Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage
Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
Creative problem-solving skills
Excellent interpersonal skills with strong written and verbal communication
Detail oriented with excellent organizational and time management skills
Demonstrated ability to deal with change and excel in high-stress situations

Benefits that Benefit You

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
And yes, we have snacks in our offices

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 and bonus. The starting base pay for this role is between USD 64,000 in the lowest geographic market and USD 100,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, 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.

Don’t meet every single requirement? That’s ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [email protected]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

Compensation Overview

Join Axon and be a Force for Good.

What You Bring

Benefits that Benefit You

Benefits listed herein may vary depending on the nature of your employment and the location where you work

6 month growth

1 year growth

2 year growth

Benefits