Software Technical Account Manager - Kalamazoo, MI

Axon•Lansing, MI

7d•Onsite

About The Position

As a Technical Account Manager at Axon, you will help public safety agencies successfully deploy, adopt, and operate mission-critical technology. You will serve as a trusted technical partner, helping customers navigate complex deployments, resolve challenging issues, and maximize the value of Axon's solutions within their environment. This role sits at the intersection of technical expertise, customer engagement, and operational success. You will work closely with agency stakeholders, deployment teams, Product, Engineering, and Support to ensure customers successfully integrate Axon technology into their daily operations. Beyond solving technical challenges, you will help customers improve adoption, optimize workflows, and realize greater value from their investment while providing critical feedback that helps improve Axon's products and services. The result: successful deployments, stronger adoption, improved customer experiences, and technology that helps protect life and improve public safety outcomes.

Requirements

Experience in technical account management, customer-facing technical delivery, deployment support, or similar roles (typically 4+ years, though we encourage applicants with varied experience to apply)
Experience supporting SaaS applications, cloud platforms, software deployments, or integrated technology environments
Strong troubleshooting and root-cause analysis skills
Ability to communicate effectively with both technical and non-technical stakeholders
Experience working across multiple teams to solve customer challenges and deliver successful outcomes
Familiarity with networking concepts, cloud technologies, system integrations, or enterprise software environments
Strong organizational skills with the ability to manage competing priorities and customer needs
Interest in helping customers adopt new technologies and improve operational effectiveness
Ability to work independently while collaborating closely with cross-functional teams
Commitment to delivering exceptional customer experiences
Ability to obtain and maintain CJIS compliance and handle sensitive information appropriately

Nice To Haves

Experience supporting public safety, law enforcement, government, or mission-critical operational environments
Familiarity with CAD, RMS, CJIS standards, digital evidence systems, or related public safety technologies
Experience with Power BI, SQL, dashboards, reporting tools, or analytics platforms
Familiarity with AI-powered products, workflow automation, or operational technology solutions
Relevant technical certifications (Microsoft, Cisco, ITIL, cloud certifications, etc.)

Responsibilities

Serve as the primary technical point of contact for assigned agencies
Diagnose and resolve complex technical issues across Axon's software and integrated solutions
Lead technical troubleshooting efforts and coordinate root-cause analysis across Product, Engineering, Support, and Services teams
Manage escalations and ensure timely resolution of customer-impacting issues
Maintain strong understanding of Axon's hardware, software, cloud, and integrated technology ecosystem
Partner with deployment teams to design, configure, test, and implement Axon solutions
Support successful onboarding and transition to steady-state operations
Help customers adopt new capabilities and incorporate technology into existing workflows
Identify barriers to adoption and recommend best practices to improve utilization
Support customers through operational and technology changes associated with new deployments
Build trusted relationships with technical and operational stakeholders within assigned agencies
Serve as an advocate for customer needs and priorities within Axon
Conduct regular customer reviews focused on technical health, adoption, and operational success
Provide guidance on product capabilities, integrations, and recommended usage patterns
Help customers understand how technology supports their operational objectives
Develop an understanding of customer workflows and operational environments
Identify opportunities to improve efficiency, product utilization, and operational effectiveness
Support customer adoption of AI-powered capabilities across the Axon ecosystem
Capture recurring workflow challenges and customer feedback to improve future deployments and customer experiences
Contribute insights that help Product and Engineering teams better understand customer needs
Utilize tools such as Power BI, SQL, dashboards, and reporting platforms to support customer insights and operational decision-making
Assist customers with data integrations, reporting requirements, and workflow visibility
Monitor customer health indicators, adoption metrics, and technical performance trends
Use data to identify opportunities for improvement and proactive customer engagement
Deliver advanced product training and technical education to customer stakeholders
Develop and maintain customer-facing documentation and best practices
Help agencies build confidence in using Axon's solutions effectively
Support knowledge transfer and operational readiness during deployments and upgrades
Work onsite with customers as needed to support deployments, training, troubleshooting, and operational success
Maintain strong awareness of customer environments and evolving needs
Support critical incidents and high-priority customer situations when required