Software Technical Account Manager

Location:

Richmond, Virginia, United States

Location:

Must be based within an hour of an Axon Hub Location (Scottsdale - HQ) with 80% travel to agency locations in the US

Reports To:

Manager of Technical Account Management Services

• Serve as the primary technical point of contact for assigned agencies
• Diagnose and resolve complex technical issues across Axon's software and integrated solutions
• Lead technical troubleshooting efforts and coordinate root-cause analysis across Product, Engineering, Support, and Services teams
• Manage escalations and ensure timely resolution of customer-impacting issues
• Maintain strong understanding of Axon's hardware, software, cloud, and integrated technology ecosystem

• Partner with deployment teams to design, configure, test, and implement Axon solutions
• Support successful onboarding and transition to steady-state operations
• Help customers adopt new capabilities and incorporate technology into existing workflows
• Identify barriers to adoption and recommend best practices to improve utilization
• Support customers through operational and technology changes associated with new deployments

• Build trusted relationships with technical and operational stakeholders within assigned agencies
• Serve as an advocate for customer needs and priorities within Axon
• Conduct regular customer reviews focused on technical health, adoption, and operational success
• Provide guidance on product capabilities, integrations, and recommended usage patterns
• Help customers understand how technology supports their operational objectives

• Develop an understanding of customer workflows and operational environments
• Identify opportunities to improve efficiency, product utilization, and operational effectiveness
• Support customer adoption of AI-powered capabilities across the Axon ecosystem
• Capture recurring workflow challenges and customer feedback to improve future deployments and customer experiences
• Contribute insights that help Product and Engineering teams better understand customer needs

• Utilize tools such as Power BI, SQL, dashboards, and reporting platforms to support customer insights and operational decision-making
• Assist customers with data integrations, reporting requirements, and workflow visibility
• Monitor customer health indicators, adoption metrics, and technical performance trends
• Use data to identify opportunities for improvement and proactive customer engagement

• Deliver advanced product training and technical education to customer stakeholders
• Develop and maintain customer-facing documentation and best practices
• Help agencies build confidence in using Axon's solutions effectively
• Support knowledge transfer and operational readiness during deployments and upgrades

• Work onsite with customers as needed to support deployments, training, troubleshooting, and operational success
• Maintain strong awareness of customer environments and evolving needs
• Support critical incidents and high-priority customer situations when required

• Experience in technical account management, customer-facing technical delivery, deployment support, or similar roles (typically 4+ years, though we encourage applicants with varied experience to apply)
• Experience supporting SaaS applications, cloud platforms, software deployments, or integrated technology environments
• Strong troubleshooting and root-cause analysis skills
• Ability to communicate effectively with both technical and non-technical stakeholders
• Experience working across multiple teams to solve customer challenges and deliver successful outcomes
• Familiarity with networking concepts, cloud technologies, system integrations, or enterprise software environments
• Strong organizational skills with the ability to manage competing priorities and customer needs
• Interest in helping customers adopt new technologies and improve operational effectiveness
• Ability to work independently while collaborating closely with cross-functional teams
• Commitment to delivering exceptional customer experiences
• Ability to obtain and maintain CJIS compliance and handle sensitive information appropriately

• Experience supporting public safety, law enforcement, government, or mission-critical operational environments
• Familiarity with CAD, RMS, CJIS standards, digital evidence systems, or related public safety technologies
• Experience with Power BI, SQL, dashboards, reporting tools, or analytics platforms
• Familiarity with AI-powered products, workflow automation, or operational technology solutions

We recognize that candidates may bring strengths from different backgrounds and experiences. If your experience aligns closely with this role, we encourage you to apply.

Technical Account Managers play a critical role in helping customers successfully deploy,…