Customer Implementation Manager - Enterprise

Axon-posted about 2 months ago
Full-time • Manager
Remote • Boston, MA
1,001-5,000 employees
Fabricated Metal Product Manufacturing
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As a Professional Services Manager II at Axon Enterprise, you will be a key player in driving both pre-sale and post-sale initiatives for our comprehensive suite of products, including Evidence.com, Axon body-worn cameras, and Axon Professional Services Packages. Your role will be essential in ensuring that customers not only adopt our solutions but also realize their full potential to enhance organizational workflows and efficiencies. In this role, you will act as a Trusted Advisor, managing the deployment of Axon's products and solutions. You will leverage your expertise in project management and technical deployment to facilitate the successful implementation of complex technical solutions within customer timelines.

  • Pre-Sale Support: Engage with corporate leaders, technology decision-makers, and program managers to provide consulting, test and evaluations, and deployment needs assessments.
  • Post-Sale Implementation: Plan, coordinate, and execute program implementations for Axon's product suite, ensuring seamless integration and optimal use of our hardware and software solutions.
  • Project Management: Oversee large and/or complex deployments, ensuring that project scope is clearly defined, timelines are met, and all stakeholder communications are managed effectively.
  • Customer Interaction: Work closely with key stakeholders, including C-Suite Leadership, Directors of IT, and Directors of Security, to ensure successful adoption and implementation of Axon products.
  • Training and Documentation: Develop and deliver comprehensive training plans and materials, ensuring customer teams are fully equipped to use Axon products effectively. Maintain detailed documentation of all training sessions and deployment milestones.
  • Customer Feedback: Document and communicate customer feature requests and issues, providing valuable feedback to sales, product management, and other internal stakeholders.
  • Collaboration: Partner with internal teams such as Sales, Customer Success, Finance, and Product Management to ensure a unified approach to customer satisfaction and successful project outcomes.
  • Tool Proficiency: Utilize tools such as Smartsheets to manage project timelines, track resource allocation, and report on project status.
  • BS/BA or equivalent knowledge and experience.
  • Extensive experience in project management, including coordination and resource tracking.
  • Experience implementing and/or leading an Axon body-worn camera program.
  • Understanding of software and hardware implementation, particularly in SaaS environments.
  • Proficiency in Smartsheets or similar project management tools.
  • Excellent written and verbal communication skills, with the ability to structure projects, define milestones, and align stakeholders.
  • Ability to work independently and take ownership of projects while effectively collaborating across various teams.
  • Willingness to travel throughout North America, with potential for international travel.
  • In-depth knowledge of Axon products and digital evidence management systems is preferred.
  • Experience working with corporate, retail, and security-based organizations.
  • 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
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