Technical Account Manager Job at Axon (Raleigh)

Job Description

The Technical Account Manager will own the day-to-day relationship with one of Axon’s key customers to a build long-term, strategic partnership. As the main point of contact for your customer, you will be looked upon to provide best practices and technical expertise to help your stakeholders achieve their operational goals through the use of Axon’s products. You will also work closely with multiple cross-functional teams by providing invaluable insight into your customer’s needs and challenges, helping influence and guide internal product roadmaps and projects. As someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customer more efficient and more confident within their daily workflows.

Job Responsibility

Own the day-to-day relationship with one of Axon’s key customers to build a long-term, strategic partnership
Provide best practices and technical expertise to help stakeholders achieve their operational goals through the use of Axon’s products
Work closely with multiple cross-functional teams by providing invaluable insight into customer’s needs and challenges, helping influence and guide internal product roadmaps and projects
Achieve mastery of all Axon technologies / products
Use exceptional written and oral communication skills to effectively lead business and technical presentations, demonstrations and conversations with VP-level audiences
Use leadership skills to independently prioritize and execute project tasks in a methodical and disciplined manner
Manage customer expectations, keeping customers satisfied and expectations realistic
Provide tier-2 technical support
Provide limited redaction support (primarily technical guidance, training, troubleshooting)
Remain organized and focused on removing sales obstacles through creativity and adaptation to rapidly changing circumstances
Develop relationships with key partners for growth within their customer base
Improve or develop technical documentation to ease understanding and usage of our products and services
Communicate customer feedback across multiple teams and divisions within Axon to drive product development and improvement
Maintain customer confidence, especially in high-pressure situations
Maintain/develop relationships with other vendors within the agency to coordinate product installations/upgrades and assist with problem resolution when necessary

Requirements

Bachelor’s Degree or equivalent work experience
3+ years of experience working with Major City or Enterprise-level customers
Proven track record of successfully managing customer relationships and technical projects
Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage
Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
Ability to articulate at a technical level appropriate to the circumstance
Unmatched analytical, strategic and creative problem-solving skills
Excellent interpersonal skills with strong written and verbal communication
Detail oriented with excellent organizational and time management skills
Demonstrated ability to deal with change and excel in high-stress situations
Experience working closely with a sales and support team
Experience in networking and telecommunications
Must pass a Criminal Justice Information Service (CJIS) background check and maintain CJIS clearance
Handle confidential and highly sensitive information

Nice to have

Experience managing a public safety Axon program
Corrections or law enforcement experience
JIRA, and Microsoft Dynamics knowledge
Knowledge of CCTV, VMS, and IP cameras
Experience working and supporting law enforcement or other governmental agencies

What we offer

Competitive salary and 401k with employer match
Discretionary paid time off
Paid parental leave for all
Medical, Dental, Vision plans
Fitness Programs
Emotional & Mental Wellness support
Learning & Development programs
Snacks in our offices

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Technical Account Manager

Job Description

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