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Manager, Technical Account

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Axon

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Location:
Spain , Madrid

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a manager within the Technical Account Management team, you will oversee a team of Technical Account Managers, driving the delivery of exceptional technical support and ensuring the successful adoption of Axon's products and services within law enforcement agencies. Your leadership will play a crucial role in enhancing public safety and enabling law enforcement agencies to leverage technology effectively for mission-critical operations. In addition, your role entails providing support to law enforcement agencies. You are the subject matter expert on all Axon products and services, you are finding solutions to large problems and advising agencies on best practices. You serve as a change manager who identifies agency pain points and helps with solution adoption, crisis manager who responds to urgent technical support needs, and agency advocate within Axon.

Job Responsibility:

  • Provide strategic leadership and direction to the Technical Account Managers within the team, guiding their efforts in delivering top-notch technical support and fostering strong customer relationships
  • Collaborate with cross-functional teams to develop and implement strategies for efficient technical support delivery, customer satisfaction, and solution adoption
  • Monitor the performance of your direct reports and collaborate with your Manager regarding metrics, analyzing results, and implementing improvements to enhance service quality and efficiency
  • Handle escalations for challenging customer issues and crisis situations, ensuring timely resolution and maintaining customer satisfaction
  • Cultivate a collaborative team environment, promoting knowledge sharing, skill development, and professional growth
  • Lead by example in delivering exceptional customer service and technical support, setting a high standard for the team
  • Act as a TAM as needed for agency coverage
  • Provide escalation support and on-call support as needed
  • Key partner and contributor to project delivery across EMEA
  • You collaborate daily with both agencies and internal employees for smooth resolution to issues
  • Serve as a subject matter expert on Axon's products and services, assisting team members in resolving complex issues and customer interactions

Requirements:

  • English Language plus two additional languages
  • Bachelor’s degree in related field OR 7+ yrs of relative experience
  • 5+ years of experience in managing diverse and cross-functional teams
  • Proven leadership skills with the ability to inspire and guide a team toward achieving goals
  • Capacity to adapt to evolving environments and manage multiple priorities effectively
  • Demonstrated intellectual curiosity, humility, accountability, and a positive approach to leadership
  • Strong and proven track record of successfully managing customer relationships and technical projects in a customer facing/technical support role
  • Strong ability to do reverse engineering, searching logs and root cause analysis
  • Advanced experience with Microsoft Windows OS, Microsoft Networking and Active Directory
  • Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage
  • Strong knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
  • Strong knowledge of computer hardware, operating systems, and storage devices
  • Strong ability to effectively communicate with various people including customers, colleagues, and across departments

Nice to have:

  • Experience using JIRA, and Salesforce is preferred
  • Experience building custom performance dashboards, visualizations, and interfaces to deliver meaningful and actionable insights is preferred
  • Experience building views, writing & optimizing queries, and creating reports in SQL Server is preferred

Additional Information:

Job Posted:
February 17, 2026

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