Embedded Technical Account Manager II (MTA Police Department)

Axon•New York, NY

13d•Onsite

About The Position

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 build a 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 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 customer needs and challenges, helping influence and guide internal product roadmaps and projects. As someone who wears multiple hats—from project manager to product expert to consultant—you will continually focus on making your customer more efficient and more confident in their daily workflows.

Requirements

Bachelor’s degree or equivalent work experience
3+ years of experience working with major city, enterprise, or similarly complex customers
Proven track record of successfully managing customer relationships and technical projects
Experience with project management and product deployment
Understanding of SaaS, cloud providers/solutions, virtualization, and storage
Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and internet technologies
Ability to articulate technical concepts at a level appropriate to the audience, including clients with varying levels of IT knowledge and skillsets
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
Experience working with and supporting law enforcement, corrections, public safety, or other governmental agencies
Must be able to pass any required agency background check
Possess a valid driver’s license
Have access to reliable transportation

Nice To Haves

Experience managing a public safety Axon program
Experience with program management and progress reporting
Knowledge of JIRA and Microsoft Dynamics
Knowledge of CCTV, VMS, and IP cameras
Experience working closely with sales and support teams
Experience in networking and telecommunications
Experience supporting deployments in law enforcement, corrections, public safety, or other governmental environments
Familiarity with evidence workflows, redaction-related processes, or adjacent public safety operational workflows
Experience coordinating across internal and external stakeholders in complex customer environments

Responsibilities

Achieve mastery of all Axon technologies and products
Use exceptional written and oral communication skills to effectively lead business and technical presentations, demonstrations, and conversations with VP-level and senior stakeholder 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 while ensuring expectations remain realistic
Provide tier-2 technical support
Provide limited redaction support, primarily in the form of technical guidance, training, and troubleshooting
Remain organized and focused on removing sales obstacles through creativity and adaptation to rapidly changing circumstances
Develop relationships with key partners to support growth within the customer account
Where possible, improve or develop technical documentation to ease understanding and usage of Axon products and services
Communicate customer feedback across multiple teams and divisions within Axon to drive product development and continuous improvement
Maintain customer confidence, especially in high-pressure situations
Maintain and develop relationships with other vendors within the agency to coordinate product installations, upgrades, and problem resolution when necessary
Report, as needed, to various agency locations to ensure project timelines and objectives are being met
Support customer deployment activities, implementation planning, product adoption, and operational readiness
Deliver customer training related to relevant Axon products, workflows, and integrations
Serve as a trusted advisor within a public safety, corrections, or government environment, helping the customer maximize operational value from their Axon investment