Professional Services Manager

Overview

Join Axon and be a Force for Good. At Axon, we're on a mission to Protect Life. We are explorers tackling society's most critical safety and justice issues with our ecosystem of devices and cloud software. We work better together, connecting with candor and care, and seeking diverse perspectives from our customers, communities, and each other.

Axon Professional Services deploys, installs, supports, and implements all aspects of Axon solutions, ensuring seamless integration into customers' workflows. The PSM role is pivotal in ensuring deployments are technically sound, strategically aligned, and delivers best‑class customer support, driving Axon’s mission to protect life.

Location:

Remotely from Canada, Canada‑wide travel as required

Reports to:

Manager, Service Delivery (Canada)

Direct Reports: N/A

• Hold technical kick‑off calls with customers to ensure deployment readiness post‑sales
• Liaise with clients post‑sale and coordinate across internal functions and external vendor(s) to develop project documentation including project plans and SOWs for deployments
• Generate pre‑deployment and deployment documentation in Salesforce Work Orders and Office 365, ensuring usability for Strategic Project Managers, Coordinators, and Technical Services Managers
• Install, configure, troubleshoot, and test Axon hardware products and software solutions (both cloud and on‑prem) at customer sites or remotely; execute assessments to meet customer needs
• Ensure successful knowledge transfer to customers by providing technical training, consultation, and demonstrations on Axon solutions; customize and localize materials
• Develop training plans and content for new Axon products and deployment types
• Ensure that all implementations comply with local laws and regulations, particularly those related to data protection and privacy; advocate for and implement industry best practices during implementation
• Collaborate cross‑functionally to keep everyone up‑to‑date on customer requirements, changes, timelines, and project status
• Develop and maintain deep product knowledge across all of Axon’s product suite

• Bachelor’s degree or higher in IT/Business or relevant professional experience (3+ years in IT Consultancy, Professional Services, Field Services or Sales Engineering)
• Educational background, preferably in computer science or engineering for technical project managers or equivalent experience
• Strong ability to troubleshoot and solve technical problems using standard troubleshooting methodologies
• Familiarity with remote and on‑site hardware and software installation and configuration
• Experience consulting to meet customer needs
• Practice providing demonstrations and training on software and hardware products in front of large groups, on‑site or remotely
• Proficiency in Microsoft Office Suite, Salesforce, Microsoft SharePoint, Microsoft Dynamics 365, Zoom, Teams, and JIRA
• Experience simultaneously managing a varied portfolio of implementation projects
• Proven ability to directly engage/manage both internal and external customer relationships
• Adaptable to continual product or process changes
• Ability to multitask with a variety of job duties
• Ability to effectively communicate and work cross‑functionally to resolve issues
• Strong work ethic and positive/proactive attitude
• Experience working with and supporting law enforcement or public sector clients

• Bilingual (French speaking) is an asset;
  English proficiency is essential
• 3+ years of experience in advanced computer network implementation, encompassing systems software, applications software, hardware, and configuration management
• Understanding of IT/Networking concepts including 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 similar certifications
• Experience with IP‑based Ethernet networks, including layer 2, layer 3, and firewall configurations
• Familiarity with 4G/5G LTE technologies, APNs, and WWAN solutions
• Cisco Network, Microsoft Azure, Cradlepoint CPCNA/CPCNP, or related…