Professional Services Manager
Cim
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Benefits offered by this job
Job summary
Axon is seeking a Senior Professional Services Manager to lead deployment projects remotely from Canada, with Canada-wide travel as needed. You will coordinate across internal teams and external vendors, generate deployment documentation, and ensure successful knowledge transfer to customers.
This role requires strong client engagement and cross-functional collaboration within a dynamic environment. Responsibilities include installing and testing Axon hardware and software, developing training
Qualifications
- Bachelor 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 with an understanding of troubleshooting methodologies
- Familiarity with remote & on-site hardware and software installation and configuration
- Experience consulting to meet the needs of the customer
- Practice providing demonstrations and training on software and hardware products in front of large groups, on-site or remote.
- 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 and supporting law enforcement or public sector clients
Responsibilities
- 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 and deployment plans, SOW 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 localized 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 ensure everyone is up-to-date on customer requirements, changes, timelines, and project status.
- Develop and maintain deep product knowledge across all of Axon's product suite
Skills
Education
Tools
Job description
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.
Axon Professional Services specializes in deploying, installing, supporting, and implementing all aspects of Axon solutions, ensuring seamless integration into customers' workflows. The PSM role is pivotal in ensuring deployments are technically sound and strategically aligned, delivering best-in-class customer support, and driving Axon's mission to protect life. This role directly impacts customer trust, operational efficiency, and revenue recognition.
Remotely from Canada, Canada-wide travel as required
Manager, Service Delivery (Canada)
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 and deployment plans, SOW 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 localized 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 ensure everyone is 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 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 the fields of computer science or engineering for technical project managers or equivalent experience.
- Strong ability to troubleshoot and solve technical problems with an understanding of troubleshooting methodologies
- Familiarity with remote & on-site hardware and software installation and configuration
- Experience consulting to meet the needs of the customer
- Practice providing demonstrations and training on software and hardware products in front of large groups, on-site or remote.
- 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 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.
- Uderstanding of IT/Networking concepts including Microsoft Server & Client operating systems, Microsoft SQL Server, Microsoft Active Directory, Microsoft Azure (specifically Entra ID), APIs, Network Administration (TCP/IP, DHCP, DNS, SSH, Firewalls) and/or 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 certifications preferable
- Installation, configuration, and troubleshooting of applications on Windows-based, iOS, and Android operating systems.
- Proficiency with networking tools (e.g., cmd, ping, tracert, netstat, nslookup).
Canada, remote
- Competitive salary and RRSP match
- Discretionary paid time off
- Paid parental leave for all
- Medical, Dental, Vision plans
- Emotional & Mental Wellness support
- Learning & Development programs
- Employee Resource Groups (ERGs)
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.
$74,250-$118,800 CAD
Don't meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.
Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you're excited about this role and our mission to Protect Life but your experience doesn't align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
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 axongreenhousesupport@axon.com or via 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, values diversity and fosters inclusion. We're 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 recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
Phishing alert: Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at https://www.axon.com/careers. If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to recruitingops@axon.com.
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