Embedded Technical Account Manager (Onsite)

Sustainable World, Inc.; Grande Prairie; On-site; CAD 74,000 - 119,000; Full time

Job summary

Axon in Canada is seeking a Technical Account Manager to be the primary technical contact for assigned customer agencies, delivering expertise, project management, and customer advocacy to align workflows with operational goals.

You will partner with cross-functional teams to support Records and Productivity Suite deployments, provide training, testing, and ongoing support while traveling up to 30% domestically.

Qualifications

• 4+ years in technical account management or similar customer-facing tech roles.
• Experience with law enforcement, government or public safety is desirable.
• Experience deploying and configuring enterprise software.
• Strong analytical and troubleshooting skills using Splunk, JIRA and Salesforce.
• Experience with Power BI and SQL reporting tools.

Responsibilities

• Serve as the primary day-to-day technical contact for assigned customer agencies.
• Develop deep expertise across Axon technologies, especially Records and Productivity Suite.
• Collaborate with stakeholders to configure solutions and align workflows to objectives.
• Deliver training, support testing, and manage issue escalations.
• Support reporting, integrations, and data workflows using Power BI, SQL and APIs.

Skills

Technical Account Management

Project management

Customer advocacy

Communication to technical audiences

Travel readiness

Power BI

SQL

JIRA

Salesforce

Enterprise software troubleshooting

Education

Bachelor's degree in CS/IT/Business or related field

Tools

Splunk

Power BI

SQL reporting

Job description

Join Axon and be a Force for Good.

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.

Your Impact

As a Technical Account Manager at Axon, you will be the primary point of contact for key customers, fostering long-term strategic partnerships. You will provide technical expertise, project management, and customer advocacy to ensure stakeholders achieve operational goals using Axon's products. Collaborating with cross-functional teams, you will offer valuable insights into customer needs and challenges, influencing internal product roadmaps and projects. Wearing multiple hats-from consultant to product expert to project manager-you will help customers optimize their daily workflows.

You will play a crucial role in ensuring Axon's solutions align with key customer requirements while providing exemplary technical support and customer service. Your expertise and commitment will directly contribute to Axon's mission of protecting life and enabling transparency through innovative technology.

What You'll Do

Location: Grande Prairie

(hybrid - onsite 3-4 days per week)

Travel Expectations: approx. 30% domestic Canada

Reports to: Service Delivery Manager, Canada

• Serve as the primary day-to-day technical contact for assigned customer agencies.
• Develop deep expertise across Axon technologies, with primary focus on Axon Records and the Productivity Suite, including Standards, Notes, and Axon AI.
• Maintain broad awareness across the Axon ecosystem to support customer needs while prioritizing Records and Productivity Suite initiatives.
• Collaborate with customer stakeholders to configure Axon solutions and align workflows to operational and business objectives.
• Act as a subject matter expert on agency workflows related to Records and Productivity Suite adoption.
• Administer, document, and support functional acceptance testing activities for Axon solutions.
• Deliver customer training sessions and facilitate knowledge transfer related to Axon Records and associated workflows.
• Monitor support tickets, provide Tier 2 technical troubleshooting, and coordinate escalation paths when necessary.
• Interpret and communicate Axon release notes, tailoring information to customer environments and operational impacts.
• Represent customer feedback internally through Voice of Customer initiatives, enhancement requests, and ongoing collaboration with Product teams.
• Partner closely with Customer Success Managers (CSMs), Professional Services, Support, Product Management, and Engineering teams to support successful customer outcomes.
• Support Quarterly Business Reviews (QBRs), operational reviews, and customer engagement activities.
• Ensure service level expectations and contractual obligations are met.
• Support reporting, integrations, and operational data workflows using tools such as Power BI, SQL Server, APIs, and JSON-based configurations.
• Support monthly invoicing activities and other administrative responsibilities as assigned.

What You Bring

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field, or equivalent practical experience.
• 4+ years of experience in technical account management, customer success, professional services, or a similar customer-facing technical role.
• Experience working with law enforcement, government agencies, or public safety organizations is highly desirable.
• Strong technical background with experience in:
• Experience deploying, configuring, testing, and troubleshooting enterprise software solutions.
• Strong analytical, troubleshooting, and root cause analysis skills using tools such as Splunk, JIRA, and Salesforce.
• Experience with reporting and analytics tools such as Microsoft Power BI and SQL reporting solutions.
• Proven ability to build and maintain relationships with diverse customer stakeholders.
• Strong communication skills with the ability to tailor technical discussions to both technical and non-technical audiences.
• Ability to manage multiple priorities in fast-paced operational environments.
• Ability to obtain and maintain required security clearances and handle sensitive law enforcement information with discretion.
• Willingness to travel and provide onsite customer support as required.
• Familiarity with public safety systems such as RMS, CAD, and CJIS standards is considered an asset.
• Relevant technical certifications (Microsoft, Cisco, ITIL, etc.) are considered an asset.

Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers.

Base Pay Range

$74,250-$118,800 CAD

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at [e-mail] or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.

Axon's mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon's impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity and fosters inclusion. We are committed to hiring the best talent - regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances - and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [e-mail]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.