Technical Account Manager

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.

Your Impact

The Technical Account Manager will serve as a trusted advisor and primary technical partner for Axon's key customer(s), helping build a strong, long-term strategic relationship. As the main technical point of contact, you will bring deep product knowledge, proactive communication, and strong ownership to help customers successfully deploy, adopt, and get the most value from Axon's products.

You will work closely with customers to understand their operational goals, identify risks and obstacles, troubleshoot technical challenges, and drive issues through to resolution. Internally, you will partner across Support, Engineering, Product, Professional Services, and other teams to represent the voice of the customer and help influence product improvements.

This is a highly customer-facing role that requires you to wear multiple hats - technical expert, problem solver, consultant, and trusted partner - while maintaining customer confidence, particularly when the pressure is high.

What You'll Do

Location:

Orillia, Ontario (and surrounding areas), 3-4 days per week onsite (customer location)

Travel: 30% (predominantly Ontario)

Reports to:

Sr Manager, Mission Services

• Be a trusted advisor to the customer. Serve as the primary technical liaison between Axon and the customer
• Achieve mastery of all Axon technologies / product relevant to the customer's environment
• Monitor support tickets, provide technical troubleshooting (tier 2 level support) and drive issues through to resolution, escalating when necessary
• Provide customer training on Axon products to strengthen product understanding, confidence, and effective use
• Maintain, monitor and report on key performance indicators (KPIs) and service level requirements (SLRs)
• Manage customer expectations, proactively communicate risks and progress, and maintain confidence through the customer lifecycle
• Communicate customer feedback across Axon teams and collaborate to drive product improvements through Voice of the Customer sessions (VoCs) and other feedback channels
• Identify, document, communicate bugs and trends to the appropriate Axon engineering teams
• Interpret and communicate Axon product release notes, tailoring information relevant to the customer to enhance understanding and drive adoption
• Maintain and administration of internal deployment records (salesforce, invoicing, etc.)
• Work closely with the wider Axon implementation team to deliver software and hardware deployments
• Remain organized and focused on removing obstacles through creativity and adaptation to rapidly changing circumstances
• Develop strong relationships with key stakeholders across Axon to solve problems and successfully deploy Axon products
• Where possible, create or improve technical documentation to ease understanding and usage of our products and services
• Maintain customer confidence, especially in high-pressure situations, through clear communication, ownership and follow-through

What You Bring

• A strong IT background with 5+ years of experience working in an IT support or deployment position.
• Proven track record of successfully managing customer relationships and technical projects
• Experience working with law enforcement and/or government agencies
• Comfortable working alone to complete objectives and satisfy customer requirements with little management oversight.
• Understanding of Change Management processes with a high level of comfort planning, documenting and executing changes following process and rolling back as required.
• Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
• Understanding of IT/Networking concepts; for example Microsoft Server & Client operating systems, Microsoft SQL Server, Microsoft Active Directory, Microsoft Azure (specifically Entra ), APIs, Network Administration (TCP/IP, DHCP, DNS, SSH, Firewalls) and/or similar certifications
• Knowledge and demonstrated operating experience in one or more of the following areas of specializations:
  Digital Video, Mobile communications, IP security, Embedded Systems, IAM, SAAS
• Knowledge and practical application implementing and managing relational database solutions…