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Axon · 1 week ago

Software Technical Account Manager II, Fusus - Spokane

Scottsdale, AZ

Full-time

Onsite

Mid Level

4+ years exp

Axon is on a mission to Protect Life, focusing on critical safety and justice issues with their devices and software. The Technical Account Manager will support law enforcement agencies by providing technical expertise, managing deployments, and ensuring effective software adoption to enhance public safety.

ElectronicsGovTechHardwareSoftware

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

Lead Technical Support: Act as the main technical liaison for assigned agencies, diagnosing and resolving complex technical issues with Axon's products and services

Drive Deployments: Collaborate with deployment teams to design, configure, test, and implement Axon software solutions, ensuring successful rollouts

Manage Crisis Situations: Respond quickly to critical technical issues, acting as a crisis manager to restore functionality and minimize impact on agency operations

Advocate for Customers: Represent agency needs and feedback internally at Axon, influencing product development and service improvements

Promote Best Practices: Guide agencies through change management processes, identifying pain points and providing solutions to optimize software usage and adoption

Collaborate Across Teams: Work closely with cross-functional teams, including engineering, product management, and sales, to ensure a seamless customer experience

Data Management and Reporting: Utilize tools like Microsoft Power BI, SQL Server, and Form Builder/JSON to build custom dashboards, manage data integrations, and support reporting needs

Training and Education: 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

Provide Onsite Support: Work onsite with customers to resolve issues, provide training, and ensure the agency's needs are met promptly

Qualification

SaaS deploymentTechnical supportCustomer relationship managementData analyticsTechnical skillsAdvanced technical skillsCross-functional collaborationProblem solvingExperience in public safetyCertificationsLaw enforcement systemsFlexibility

Required

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

Must pass a Criminal Justice Information Service (CJIS) background check and maintain CJIS clearance. Handle confidential and highly sensitive information