Senior Director, Productivity SaaS Delivery Boston, Massachusetts, United States Boston, Massac[...]

Axon Enterprise; Atlanta (GA); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Axon Enterprise is seeking an innovative leader to manage complex SaaS deployments for public safety solutions. This role entails overseeing customer satisfaction and go-live processes while leading a large, diverse team. Ideal candidates will possess extensive experience in SaaS deployment and strong leadership skills, aiming to transform how agencies operate.

Benefits

Competitive salary and 401k with employer match

Discretionary paid time off

Paid parental leave for all

Fitness Programs

Emotional & Mental Wellness support

Qualifications

• 10+ years of experience leading SaaS deployment teams.
• Demonstrated ability to influence cross-functionally to achieve results.
• External-facing customer skills to establish trust.

Responsibilities

• Owns customer satisfaction and successful go-live for SaaS deployments.
• Motivates and leads a global team of 175+ skilled professionals.
• Collaborates with Product for deployment tool enhancements.

Skills

Problem Solving

Business Acumen

Technical Expertise

Leadership

Customer Skills

Education

Bachelor's degree in business or engineering

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

At Axon, we're not just delivering products—we're transforming how public safety agencies operate. As we expand our impact, we're seeking an innovative leader to tackle complexity head-on and turn challenges into scalable solutions that drive real-world change. Axon’s breadth of product offerings and high flexibility for meeting customer needs results in dynamic and complex customer agreements that can be challenging to implement. Your problem-solving skills, business acumen, technical expertise and industry experience will come into play as you find effective ways to enhance and scale the software deployment experience. You will be able to help Axon reach new heights by enabling faster and more effective means of deploying our offerings at scale.

What You’ll Do

Location: Hybrid in one of our US based hubs (Atlanta, Boston, Denver, San Francisco, Scottsdale, or Seattle metro areas)
Reports to: VP, Software Services

• Owns the successful go-live and customer satisfaction for complex SaaS public safety Productivity solutions like the AI Era product suite and the Records Management System (RMS) deployments. The delivery of these solutions will entail data integrations/migrations, data conversions, designing and building forms and dashboards, and successfully executing the initial delivery and sustainment of our solutions. This includes managing discovery analysis, statements of work, product gap assessments, project planning and execution, on-site training and project close out.
• Motivates, inspires, leads and scales a rapidly growing team of 175+ people with skills in business analysis, engineering, solution architecture, integrations, and implementation across the global PSO team.
• Identifies Systems Integrators and contractor to augment Axon’s service delivery operations
• Partners closely with Product to influence the product and tool enhancements that shorten our deployment times
• Maintains a strong partnership with Sales to align on customer priorities and communicate issues and concerns as it relates to customer sentiment and help needed
• Drives the pace of deployments in Records and other software products by identifying scaling opportunities, and proposing new processes and or tooling
• Influences roadmap and specifications through close collaboration with Product and R&D teams.
• Collaborates with Training to optimize the delivery of content and solutions.
• Partners with functional teams across the organization to deliver high-quality desired outcomes (Hardware deployments, Technical Account Management, Finance, People Operations, and R&D).
• Partner with Finance to build a comprehensive capacity and resource model and strategy that enables flexibility and ensures we meet our SLA
• Stays current with industry best practices and competitive intel to help shape and evolve Axon’s software services organization
• Proactively monitors and strives to maintain high levels of quality, accuracy, and process consistency.
• Can closely monitor and report on the health of projects and agencies as it relates to SW deployments
• Establishes KPIs and tracks to ensure individual and overall organizational performance
• Builds a strong team, establishes succession plans, and provides coaching and mentorship to employees
• Identifies new ways of working and can reduce costs to increase margins
• Owns the go-to-market software services Productivity pricing strategy with input from Sales and Product

What You Bring

• Bachelor's degree in business, engineering, or an applicable field
• 10+ years of experience leading SaaS deployment teams
• Demonstrated ability to influence cross-functionally to achieve results
• Demonstrated ability to work in a dynamic, fast-paced, changing environment
• Deploying new products under tight constraints. Success on the front lines of deploying solutions that require customers to change their behaviors while accommodating fixed requirements, time, and resources.
• Bring best practices from SaaS deployment to evangelize a vision for Axon.
• Excellent talent assessment and leadership skills.
• Judgment to craft a clear vision, build the processes and team, and execute to pursue that vision.
• External-facing customer skills. Demonstrated ability to interface directly with customers, professional demeanor, and ability to establish trust with customers.
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

Preferred Qualifications

• Specific experience with public safety software implementations
• MBA Degree
• Relies on a systematic and analytical approach to sales growth and sales operations
• Demonstrated ability to work in a dynamic, fast-paced, changing environment
• Experience implementing new operational technologies with the sales force, including business analytics tools
• Experience with start-ups and larger companies
• Experience scaling a services org from scrappy to something large and efficient/effective
• Has successfully led a dispersed work force environment
• Extensive experience with CRM technology and strategy development using Salesforce.com
• International experience in markets such as the UK, Canada, Australia, Brazil, Spain, Italy, France, etc.

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Fitness Programs
• Emotional & Mental Wellness support
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work.

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.

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 [e-mail] . Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.