Software Technical Account Manager II - Wichita

Axon

64d

About The Position

As a Technical Account Manager, you will be a key player in deploying and supporting Axon’s software solutions directly within law enforcement agencies. You will leverage your expertise in Axon products and services to provide high-level technical support, manage complex deployments, and foster strong customer relationships. You will serve as the primary point of contact for your assigned agencies, handling major technical issues, driving software adoption, and acting as an advocate for the customer within Axon. Your work will contribute to enhancing public safety and saving lives by ensuring our technology is effectively utilized by those who need it most.

Requirements

• Bachelor’s degree in business administration, computer science, or a related field, or equivalent experience.
• 4+ years of experience in a technical account management or similar customer-facing role, preferably within the public safety or software sectors.
• Demonstrated experience in deploying SaaS solutions, including configuring, testing, and troubleshooting complex software applications.
• Proven ability to build and maintain relationships with diverse stakeholders, acting as a trusted advisor and advocate for customers.
• Experience working with cross-functional teams (engineering, marketing, sales, customer support) to deliver high-quality support and product improvements.
• Strong skills in root cause analysis, troubleshooting, and the use of tools like Splunk, JIRA, and Salesforce.
• Advanced knowledge of Windows OS, networking (routing, switching, Wi-Fi), cloud solutions, virtualization, and storage.
• Experience with data management and reporting tools (Microsoft Power BI, SQL Server) and creating meaningful insights.
• Willingness to work onsite with customers and be available outside of normal business hours for critical issues.
• Ability to pass a Criminal Justice Information Services (CJIS) background check and handle confidential information with discretion.
• Experience building custom dashboards, writing SQL queries, and using advanced analytics tools.
• Previous experience supporting or working with public safety or law enforcement agencies.

Nice To Haves

• Relevant technical certifications (e.g., Microsoft, Cisco, ITIL) are a plus.
• Familiarity with law enforcement software systems such as RMS, CAD, and CJIS standards is highly desirable.

Responsibilities

• Act as the main technical liaison for assigned agencies, diagnosing and resolving complex technical issues with Axon's products and services.
• Collaborate with deployment teams to design, configure, test, and implement Axon software solutions, ensuring successful rollouts.
• Respond quickly to critical technical issues, acting as a crisis manager to restore functionality and minimize impact on agency operations.
• Represent agency needs and feedback internally at Axon, influencing product development and service improvements.
• Guide agencies through change management processes, identifying pain points and providing solutions to optimize software usage and adoption.
• Work closely with cross-functional teams, including engineering, product management, and sales, to ensure a seamless customer experience.
• Utilize tools like Microsoft Power BI, SQL Server, and Form Builder/JSON to build custom dashboards, manage data integrations, and support reporting needs.
• Provide advanced training and training documentation to agency staff on Axon’s products and services, ensuring they are well-equipped to use the tools effectively.
• Work onsite with customers to resolve issues, provide training, and ensure the agency's needs are met promptly.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees