Technical Account Manager

Axon; Berlin; On-site; EUR 70,000 - 110,000; Full time

Job summary

Axon is seeking a Technical Account Manager for a hybrid role in Berlin, combining remote work with client deployments across Germany. You will own day-to-day relationships with key accounts, deliver technical guidance, and help shape product roadmaps with cross-functional teams.

Minimum 5+ years in IT support or deployment, enterprise experience, strong ITIL knowledge, and fluent German. Travel up to 50% and travel to customer sites will be required.

Qualifications

• 5+ years in IT support or deployment.
• Experience with enterprise customers.
• Fluent German language skills.
• Knowledge of ITIL and change management.
• Ability to work independently with minimal supervision.
• Willingness to travel up to 50% within Germany.

Responsibilities

• Master Axon technologies and products.
• Lead business and technical discussions with VP-level audiences.
• Prioritize and execute projects methodically.
• Manage customer expectations and satisfaction.
• Provide Tier-2 technical support as needed.
• Create knowledge-base articles on common issues.
• Report bugs/trends to engineering teams.
• Support internal product testing environments.
• Maintain deployment records and docs.
• Collaborate with local partner for deployments.
• Own partner and client relationships through contract.
• Drive proactive problem solving under pressure.
• Develop relationships with Axon stakeholders across teams.
• Document technical processes to improve product usage.
• Communicate customer feedback to product teams.

Skills

Enterprise IT experience

German language proficiency

Customer relationship management

ITIL knowledge

Networking and IT infrastructure

SaaS/cloud understanding

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 the Technical Account Manager, you will own the day-to-day relationship with Axon’s key customer(s) to build long-term, strategic partnership. As the main point of contact for your customers, you will be looked upon to provide best practices and technical expertise to help your stakeholders achieve their operational goals using 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.

What You’ll Do

Location: Berlin, Germany
Hybrid role (remote + work at customer sites), travel up to 50%
Reports to: Manager, Technical Account Management

• 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 within your account
• 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 up to tier-2 technical support
• Develop knowledge base articles on frequent and critical issues.
• Report bugs and trends to the necessary Axon engineering teams.
• Provide technical escalation support to other business areas.
• Create and maintain internal product test environments.
• Maintain and administration of internal deployment records.
• Work closely with the local partner to deliver software and hardware deployment
• Own the relationship with the local partner and the client throughout the length of the contract
• Remain organized and focused on removing obstacles through creativity and adaptation to rapidly changing circumstances
• Develop relationships with key stakeholders across Axon to solve problems and successfully deploy the Axon products
• Where possible, 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
• Travel to customer sites across Germany as needed

What You Bring

• German citizenship is required in order to work with sensitive Government data, willing to undergo a security check
• Fluent in German
• A strong IT background with 5+ years of experience working in an IT support or deployment position.
• Substantial experience working with Enterprise-level customers
• Proven track record of successfully managing customer relationships and technical projects
• Comfortable working alone to complete objectives and satisfy customer requirements with little management oversight.
• Local to Germany, with the ability to travel as needed
• Understanding of ITIL and Change Management processes with a high level of comfort planning, documenting and executing changes following process and rolling back as required.
• Experience with software image creation and maintenance.
• Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
• Advanced understanding 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
• Knowledge and demonstrated operating experience in one or more of the following areas of specializations: Digital Video, Mobile communications, IP security, Embedded Systems, IAM, SAAS
• Knowledge and practical application implementing and managing relational database solutions using AWS RDS, Microsoft/Azure SQL, PostgreSQL, Oracle, MySQL, MongoDB, Db2, etc.
• Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
• 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

Some roles may also require legal eligibility to work in a firearms 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 [e-mail]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.