Software Technical Account Manager - TSA

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.

As a Technical Account Manager, you will be a key player in deploying and supporting Axon’s software solutions directly within law enforcement agencies. You will leverage your expertise in Axon products and services to provide high-level technical support, manage complex deployments, and foster strong customer relationships. You will serve as the primary point of contact for your assigned agencies, handling major technical issues, driving software adoption, and acting as an advocate for the customer within Axon.

Your work will contribute to enhancing public safety and saving lives by ensuring our technology is effectively utilized by those who need it most.

Location: On-site 4 days per week at TSA headquarters in Springfield, VA
Reports To: Manager of Technical Account Management Services

• Lead Technical Support: Act as the main technical liaison for assigned agencies, diagnosing and resolving complex technical issues with Axon’s products and services.
• Drive Deployments: Collaborate with deployment teams to design, configure, test, and implement Axon software solutions, ensuring successful rollouts.
• Manage Crisis Situations: Respond quickly to critical technical issues, acting as a crisis manager to restore functionality and minimize impact on agency operations.
• Advocate for Customers: Represent agency needs and feedback internally at Axon, influencing product development and service improvements.
• Promote Best Practices: Guide agencies through change management processes, identifying pain points and providing solutions to optimize software usage and adoption.
• Collaborate Across Teams: Work closely with cross-functional teams, including engineering, product management, and sales, to ensure a seamless customer experience.
• Data Management and Reporting: Utilize tools like Microsoft Power BI, SQL Server, and Form Builder/JSON to build custom dashboards, manage data integrations, and support reporting needs.
• Training and
  
  Education:
  
  Provide advanced training and training documentation to agency staff on Axon’s products and services, ensuring they are well-equipped to use the tools effectively.
• Provide Onsite Support: Work onsite with customers to resolve issues, provide training, and ensure the agency's needs are met promptly.

• Education: Bachelor’s degree in business administration, computer science, or a related field, or equivalent experience.
• Experience: 4+ years of experience in a technical account management or similar customer-facing role, preferably within the public safety or software sectors.
• Technical Expertise: Demonstrated experience in deploying SaaS solutions, including configuring, testing, and troubleshooting complex software applications.
• Customer Relationship Management: Proven ability to build and maintain relationships with diverse stakeholders, acting as a trusted advisor and advocate for customers.
• Cross-Functional Collaboration: Experience working with cross-functional teams (engineering, marketing, sales, customer support) to deliver high-quality support and product improvements.
• Problem Solving: Strong skills in root cause analysis, troubleshooting, and the use of tools like Splunk, JIRA, and Salesforce.
• Technical
  
  Skills:
  
  Advanced knowledge of Windows OS, networking (routing, switching, Wi-Fi), cloud solutions, virtualization, and storage.
• Data Analytics and Reporting: Experience with data management and reporting tools (Microsoft Power BI, SQL Server) and creating meaningful insights.
• Flexibility: Willingness to work onsite with customers and be available outside of normal business hours for critical issues.
• Compliance: Ability to pass a…