Sr Technical Program Manager II

Axon•Scottsdale, AZ

8h•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 Axon is seeking a results-driven and experienced Senior Technical Sustainment Manager to drive customer satisfaction, product enablement, and feature adoption throughout the Records Management System (RMS) deployment lifecycle. This role plays a pivotal part in ensuring accurate scoping so we sign customers with confidence, and they continue to thrive on Records after they graduate from their dedicated Technical Account Managers. You will drive feature enablement, promote customer adoption, and lead sustainment initiatives that extend well beyond go-live through structured training, quality assurance, and advanced escalation support. The ideal candidate brings a proven track record of cross-functional leadership, with hands-on experience in program management, technical enablement of SaaS products, training strategy, and customer success across complex enterprise solutions. Success in this role requires a long-term mindset—focusing on full product utilization, value realization, and continuous learning for our customers.

Requirements

5+ years of experience in program or project management, enablement, or related roles in a technical or SaaS environment.
Proven experience developing and delivering training programs and customer education initiatives.
Strong cross-functional collaboration skills, with demonstrated ability to influence and align teams.
Excellent communication and presentation skills, including experience hosting webinars or training sessions.
Proven ability to thrive in dynamic, evolving environments and to deliver results autonomously and collaboratively.

Nice To Haves

Experience with public safety or government technology deployments.
Familiarity with complex enterprise software.
Certification in Project Management (PMP, Agile, etc.) or Enablement (ATD, etc.) is a plus.

Responsibilities

Serve as an operational RMS expert embedded within the Productivity PSO team to support pre-sales and post-deployment needs.
Act as a liaison between Sales, services, and Product to validate Statements of Work (SOW) and unique customer requirements, ensuring alignment with the current and future state of the RMS product roadmap.
Serve as a critical escalation resource for post-deployment issues outside normal customer support for agencies without a Technical Account Manager (TAM).
Increase team bandwidth and throughput by serving as a sustainment resource to address escalated customer challenges.
Project-manage new customer requests for services such as a 3rd-party integration for deployed customers without TAMs.
Measure and report out on customer satisfaction/sentiment on a quarterly basis for all your supported agencies.
Continually educate your supported agencies with training and information about new features to support ongoing customer adoption.
Routinely audit the health of your agencies’ environments and configuration to continually improve their operational effectiveness.
Collate and share the most impactful customer feedback across the agencies you support for the Product team’s awareness and prioritization.