What are the responsibilities and job description for the Director of Professional Services, Enterprise position at Axon?
Your Impact
We are seeking an experienced and dynamic Director of Professional Services to lead our professional services organization, delivering both hardware and SaaS solutions to our Enterprise customers. This role requires a strategic leader with a strong background in managing complex deployments, driving successful customer outcomes, and leading cross-functional teams. The Director of Professional Services will be responsible for overseeing the planning, execution, and delivery of professional services, ensuring the seamless integration and optimization of our hardware and SaaS solutions for our Enterprise customers.
What You’ll Do
Location : Hybrid - Must report into one of the following Hub locations : Scottsdale AZ, Seattle Washington, San Francisco CA, Denver CO
- Lead, manage, and develop a high-performing Professional Services team consisting of project managers, professional service managers, solution architects, and implementation specialists.
- Define, implement, and continuously improve the Professional Services delivery model to ensure scalability, efficiency, and customer satisfaction.
- Oversee the successful delivery of hardware and SaaS projects, from initial scoping and planning to execution and go-live, ensuring projects are delivered on time, and to a high standard of quality.
- Act as an escalation point for high-priority or complex issues, ensuring timely resolution and maintaining customer satisfaction.
- Collaborate with Sales, Customer Success, and Support teams to ensure a smooth customer journey from sales to implementation and post-go-live support.
- Standardize processes and methodologies for project delivery, including customer onboarding, solution deployment, and customer training, ensuring consistency across all engagements.
- Establish and track key performance indicators (KPIs) for the Professional Services team, including utilization rates, capacity, and CSAT.
- Work closely with the Product, Engineering, and Sales teams to ensure alignment of Professional Services with product development roadmaps and customer requirements.
- Collaborate with the Customer Success and Support teams to ensure customers receive exceptional service throughout their lifecycle, including post-implementation support.
- Provide feedback to product management and engineering teams on customer requirements, pain points, and suggestions for product improvements.
What You Bring
Benefits that Benefit You
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
The Pay : Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 144,000 in the lowest geographic market and USD 216,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as : level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.com / careers / benefits.
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Salary : $216,000
