Embedded Technical Account Manager; Onsite

Position: Embedded Technical Account Manager (Onsite)
Join Axon and be a Force for Good.
As a Technical Account Manager at Axon, you will be the primary point of contact for key customers, fostering long‑term strategic partnerships. You will provide technical expertise, project management, and customer advocacy to ensure stakeholders achieve operational goals using Axon’s products. Collaborating with cross‑functional teams, you will offer valuable insights into customer needs and challenges, influencing internal product roadmaps and projects.

Location & Reporting

Location:

Grande Prairie (hybrid – onsite 3‑4 days per week).
Travel: approx. 30% domestic Canada.

Reports to:

Service Delivery Manager, Canada.

Responsibilities

Serve as the primary day‑to‑day technical contact for assigned customer agencies.

Develop deep expertise across Axon technologies, focusing on Axon Records and the Productivity Suite, including Standards, Notes, and Axon AI.

Maintain broad awareness across the Axon ecosystem to support customer needs while prioritizing Records and Productivity Suite initiatives.

Collaborate with customer stakeholders to configure Axon solutions and align workflows to operational and business objectives.

Act as a subject matter expert on agency workflows related to Records and Productivity Suite adoption.

Administer, document, and support functional acceptance testing activities for Axon solutions.

Deliver customer training sessions and facilitate knowledge transfer related to Axon Records and associated workflows.

Monitor support tickets, provide Tier 2 technical troubleshooting, and coordinate escalation paths when necessary.

Interpret and communicate Axon release notes, tailoring information to customer environments and operational impacts.

Represent customer feedback internally through Voice of Customer initiatives, enhancement requests, and ongoing collaboration with Product teams.

Partner closely with Customer Success Managers (CSMs), Professional Services, Support, Product Management, and Engineering teams to support successful customer outcomes.

Support Quarterly Business Reviews (QBRs), operational reviews, and customer engagement activities.

Ensure service level expectations and contractual obligations are met.

Support reporting, integrations, and operational data workflows using tools such as Power BI, SQL Server, APIs, and JSON‑based configurations.

Support monthly invoicing activities and other administrative responsibilities as assigned.

What You Bring

Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field, or equivalent practical experience.

4+ years of experience in technical account management, customer success, professional services, or a similar customer‑facing technical role.

Experience working with law enforcement, government agencies, or public safety organizations is highly desirable.

Strong technical background with experience deploying, configuring, testing, and troubleshooting enterprise software solutions.

Strong analytical, troubleshooting, and root‑cause analysis skills using tools such as Splunk, JIRA, and Salesforce.

Experience with reporting and analytics tools such as Microsoft Power BI and SQL reporting solutions.

Proven ability to build and maintain relationships with diverse customer stakeholders.

Strong communication skills with the ability to tailor technical discussions to both technical and non‑technical audiences.

Ability to manage multiple priorities in fast‑paced operational environments.

Ability to obtain and maintain required security clearances and handle sensitive law enforcement information with discretion.

Willingness to travel and provide onsite customer support as required.

Familiarity with public safety systems such as RMS, CAD, and CJIS standards is considered an asset.

Relevant technical certifications (Microsoft, Cisco, ITIL, etc.) are considered an asset.

Compensation
Base Pay Range: $74,250—$118,800 CAD.

EEO Statement
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.

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