What are the responsibilities and job description for the Senior Customer Success Manager, Enterprise position at Axon?
Your Impact
The Customer Success Manager, Enterprise will work Axon’s Security and Enterprise customers to build long-term, strategic partnerships and help build out a new market for Axon. You will work closely with your clients to understand their workflows, organizational structures and overall requirements. We are looking for a dynamic and customer-centric individual to identify opportunities to promote and upsell products and services. As their main point of contact, your customers will lean on you to provide best practices and to help them achieve their operational goals through the use of Axon’s products.
You will also work closely with multiple cross-functional teams by providing invaluable insight into customers’ needs and challenges, helping influence and guide internal product road-maps and projects.
As someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows.
What You’ll Do
Location: Remotely from Boston, MA office and on the road 30-40% of time
Reports to: Director of Customer Success
Direct Reports: 0
- Engage with your customers through regular calls, business reviews and daily needs
- Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform
- Create success plans for your customers and document customer progress toward established goals and results
- Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned
- Communicating major milestones and updates to Sr. Leadership on a regular basis
- Work closely with Axon’s marketing and training teams to conduct regular training webinars and calls
- Develop a deep understanding of Axon’s product line and ensure proper implementation in every customer’s environment
What You Bring
- Bachelor's degree
- 3 years’ working in a customer-facing role and 2 years working with Enterprise-level customers
- Strong project management skills with a proven system for tracking multiple customer requests, issues and strategic plans
- A proven track record of leading process improvements within large organizations
- Previous experience tracking product adoption and customer engagement through data-analysis tools
- Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations
- Exceptional organizational, presentation, and communication skills, both verbal and written
- Demonstrated ability to deal with change and excel in high-stress situations
Benefits that Benefit You
- 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
- And yes, we have snacks in our offices
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
