Technical Account Manager, North Carolina

Axon•Charlotte, NC

5h•Onsite

About The Position

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 customer, you will be looked upon to provide best practices and technical expertise to help your stakeholders achieve their operational goals through the use of 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.

Requirements

Bachelor’s Degree or equivalent work experience
3+ 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
Must pass a Criminal Justice Information Service (CJIS) background check and maintain CJIS clearance. Handle confidential and highly sensitive information

Nice To Haves

Experience managing a public safety Axon program preferred
Corrections or law enforcement experience preferred
JIRA, and Microsoft Dynamics knowledge preferred
Knowledge of CCTV, VMS, and IP cameras preferred
Experience working closely with a sales and support team
Experience working and supporting law enforcement or other governmental agencies preferred
Experience in networking and telecommunications

Responsibilities

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 tier-2 technical support
Provide limited redaction support (primarily technical guidance, training, troubleshooting)
Remain organized and focused on removing sales obstacles through creativity and adaptation to rapidly changing circumstances
Develop relationships with key partners for growth within their customer base
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
Maintain/develop relationships with other vendors within the agency to coordinate product installations/upgrades and assist with problem resolution when necessary.