Embedded Technical Account Manager - Suffolk County

Axon•New York, NY

5d•$52,500 - $84,000•Onsite

About The Position

The Technical Account Manager (TAM) will be on-site at Suffolk County Police Department, (Yaphank, NY). TAM’s play a key role in supporting the redaction process, manage digital evidence, and provide hardware and product support. You will be looked upon as an expert in the use of Axon’s products to achieve timely production of redacted evidence. You will work closely with multiple cross-functional teams to establish a high-functioning process and overcome challenges, to ensure technical quality of redactions and perform analytical insight of device data. As someone that wears multiple hats, 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
1+ years of professional experience working with Major City or Enterprise-level customers
Proven track record of successfully managing customer relationships and technical projects
Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
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 remain calm in high-stress situations
Must be able to pass agency background check
Must possess and maintain a valid driver's license
Must have access to reliable transportation

Nice To Haves

Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage is desired
Experience working and supporting law enforcement is desired
Experience using Excel or Google Sheets formulas to produce analytical charts
Experience creating analytical reports and visual aids in PowerPoint or with Google Suite tools for senior level presentations
Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies is desired
Knowledge of CCTV, VMS, and IP cameras is desired
Experience working closely with a sales and support team is desired
Spanish speaking skills desirable

Responsibilities

Commute to Suffolk County daily Monday-Friday and be available during core agency hours
Provide tier 1 and 2 technical support to agency personnel
Be a product specialist of one or more Axon products utilized by the agency
Achieve mastery of Axon’s Redaction products and Evidence.com
Interpret policy and law governing redaction that cannot cover every unique depicted situation. Your decisions will be autonomous, but subject to supervisory and/or departmental review.
Participate in weekly stand-up meetings
Produce weekly and quarterly analysis reporting as assigned
Be fully proficient in redaction process and help produce redacted evidence
Will be responsible for applying appropriate redactions and edits to such footage in accordance with all applicable laws and Department policies to ensure its proper production.
Help develop and continuously improve technical documentation and job aids to facilitate understanding, repeatability, and quality of redaction process and related Axon products
Manage customer expectations, keeping customers satisfied and expectations realistic
Maintain customer confidence, especially in high-pressure situations
Communicate customer feedback across multiple teams and divisions within Axon to drive product development and improvement
Troubleshoot and document daily issues and communicate status to stakeholders
Remain organized and focused on removing obstacles through creativity and adaptation to rapidly changing circumstances
Produce status and usage reports of assigned products for agency insight.
Maintain familiarity with relevant Axon Academy content and leverage for training
Go on-site to the individual precincts or commands to provide assistance and help with Axon devices and software where needed.