Professional Services Manager

Axon

19h•CA$74,250 - CA$118,800•Remote

About The Position

Axon Professional Services specializes in deploying, installing, supporting, and implementing all aspects of Axon solutions, ensuring seamless integration into customers’ workflows. The PSM role is pivotal in ensuring deployments are technically sound and strategically aligned, delivering best-in-class customer support, and driving Axon’s mission to protect life. This role directly impacts customer trust, operational efficiency, and revenue recognition.

Requirements

Bachelor degree or higher in IT/Business or relevant professional experience (3+ years in IT Consultancy, Professional Services, Field Services or Sales Engineering)
Educational background, preferably in the fields of computer science or engineering for technical project managers or equivalent experience.
Strong ability to troubleshoot and solve technical problems with an understanding of troubleshooting methodologies
Familiarity with remote & on-site hardware and software installation and configuration
Experience consulting to meet the needs of the customer
Practice providing demonstrations and training on software and hardware products in front of large groups, on-site or remote.
Proficiency in Microsoft Office Suite, Salesforce, Microsoft SharePoint, Microsoft Dynamics 365, Zoom, Teams and JIRA
Experience simultaneously managing a varied portfolio of implementation projects
Proven ability to directly engage/manage both internal and external customer relationships
Adaptable to continual product or process changes
Ability to multitask with a variety of job duties
Ability to effectively communicate and work cross-functionally to resolve issues
Strong work ethic and positive/proactive attitude
Experience working and supporting law enforcement or public sector clients

Nice To Haves

Bilingual (French speaking) is an asset - English proficiency is essential.
3+ years of experience in advanced computer network implementation, encompassing systems software, applications software, hardware, and configuration management.
Uderstanding of IT/Networking concepts including Microsoft Server & Client operating systems, Microsoft SQL Server, Microsoft Active Directory, Microsoft Azure (specifically Entra ID), APIs, Network Administration (TCP/IP, DHCP, DNS, SSH, Firewalls) and/or similar certifications
Experience with IP-based Ethernet networks, including layer 2, layer 3, and firewall configurations.
Familiarity with 4G/5G LTE technologies, APNs, and WWAN solutions.
Cisco Network, Microsoft Azure, Cradlepoint CPCNA/CPCNP or related certifications preferable
Installation, configuration, and troubleshooting of applications on Windows-based, iOS, and Android operating systems.
Proficiency with networking tools (e.g., cmd, ping, tracert, netstat, nslookup).

Responsibilities

Hold Technical Kick Off Calls with customers to ensure deployment readiness post sales
Liaise with clients post-sale and coordinate across internal functions and external vendor(s) to develop project documentation including project and deployment plans, SOW for deployments
Generate pre-deployment and deployment documentation in Salesforce Work Orders and Office 365, ensuring usability for Strategic Project Managers, Coordinators, and Technical Services Managers.
Install, configure, troubleshoot and test Axon hardware products and software solutions (both cloud and on-prem) at customer sites or remotely; execute assessments to meet customer needs.
Ensure successful knowledge transfer to customers by providing technical training, consultation and demonstrations on Axon solutions; customize and localized materials.
Develop training plans and content for new Axon products and deployment types
Ensure that all implementations comply with local laws and regulations, particularly those related to data protection and privacy. Advocate for and implement industry best practices during implementation.
Collaborate cross-functionally to ensure everyone is up-to-date on customer requirements, changes, timelines, and project status.
Develop and maintain deep product knowledge across all of Axon's product suite