Sr Software Technical Account Manager I

National Society for Black Engineers; Dallas (TX); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Competitive salary and 401k withployer

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

Job summary

Axon is seeking a Technical Account Manager in Dallas, TX to own day-to-day relationships with a key customer, providing best practices and technical guidance to help achieve operational goals using Axon products. You will collaborate with cross-functional teams to influence product roadmaps and drive customer success.

You will wear multiple hats, from project management to product expert to consultant, ensuring customer efficiency and confidence in daily workflows.

Qualifications

• Bachelor’s Degree or equivalent work experience.
• 7+ years with Major City or Enterprise-level customers.
• Proven track record of 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 translate complex technical information into clear, practical guidance for officers, agency administrators, and other nontechnical users.
• 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.
• Hands-on experience with TASER devices and associated software platforms, or prior experience in a law enforcement, corrections, military, or public-safety environment.
• Demonstrated ability to provide remote technical support across both hardware and software, including troubleshooting device connectivity, configuration, firmware, applications, and user workflows.
• Familiarity with law-enforcement operations and policies is strongly preferred.

Responsibilities

• Achieve mastery of Axon technologies / products, specifically Fusus, body cameras and Draft One.
• Lead business and technical presentations and conversations with VP-level audiences within your account.
• Independently prioritize and execute project tasks in a methodical and disciplined manner.
• Manage customer expectations, keeping customers satisfied and realistic.
• Provide up to tier-2 technical support.
• Provide overall project management of the core deployment plan with 3rd party integrators.
• Remain organized and adapt to rapidly changing circumstances to remove obstacles.
• Develop relationships with key partners across Axon to deploy products successfully.
• Improve or develop technical documentation to aid understanding and usage.
• Communicate customer feedback across multiple teams to drive product development.

Skills

Communication skills

Written communication

Verbal communication

Time management

Organizational skills

Problem solving

Adaptability under pressure

Leadership

Customer relationship management

Technical troubleshooting

Education

Bachelor’s Degree or equivalent

Tools

JIRA

Microsoft Dynamics

CCTV / VMS / IP cameras

TASER devices software

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

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 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: Dallas, TX, remote unless traveling (50% travel requirement)

Reports to: Director of Professional Services, Enterprise

• Achieve mastery of all Axon technologies / products, specifically Fusus, body cameras and Draft One
• 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
• Provide overall project management of the core deployment plan engaging with 3 rd party integrators and the client
• Remain organized and focused on removing obstacles through creativity and adaptation to rapidly changing circumstances
• Develop relationships with key partners 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

What You Bring

• Bachelor’s Degree or equivalent work experience
• 7+ 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 - 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
• Hands-on experience with TASER devices and associated software platforms, or prior experience in a law enforcement, corrections, military, or public-safety environment.
• Demonstrated ability to provide remote technical support across both hardware and software, including troubleshooting device connectivity, configuration, firmware, applications, and user workflows.
• Ability to translate complex technical information into clear, practical guidance for officers, agency administrators, and other nontechnical users.
• Familiarity with law-enforcement operations, training practices, evidence-management workflows, and agency policies is strongly preferred.

Preferred Qualifications

• JIRA, and Microsoft Dynamics knowledge
• Knowledge of CCTV, VMS, and IP cameras
• Experience working closely with a sales and support team
• Experience working and supporting law enforcement or other governmental agencies
• Experience in networking and telecommunications
• Experience supporting TASER devices and related software - a background in law enforcement or public safety is strongly preferred, along with the ability to remotely troubleshoot both hardware and software issues for technical and nontechnical users.

Benefits

• 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
• And yes, we have snacks in our offices

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, 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.

All legitimate job openings are listed on our official careers page at https://www.axon.com/careers.