What are the responsibilities and job description for the Sr. Director, Technical Account Management and Customer Engagement position at Axon?

Your Impact

As the leader of the Technical Account Managers (TAMs) and support, you will directly lead multiple teams that support customers with various product focus areas, having an emphasis on cloud-based software. Your team will be comprised of TAMs onsite at customer locations as well as remote support engineers. You will be accountable for driving the delivery of exceptional technical support and ensuring the successful adoption of Axon's products and services within public safety and adjacent customers. Your leadership will play a crucial role in enhancing public safety and enabling law enforcement agencies and other customers to leverage technology effectively for mission-critical operations. You are the subject matter expert on all Axon products and services, a problem solver developing creative solutions to complex problems and advising agencies on recommended next steps and best practices. You navigate the internal Axon network on behalf of your team and for the benefit of the customer. You are strategic and tactical, simplifying the complicated and understanding the downstream impact of decisions. You serve as a change agent who identifies agency pain points and helps with software adoption, crisis manager who responds to urgent technical support needs, and agency advocate within Axon.

What You’ll Do

Location : Hybrid into one of our city hubs : Denver CO, Seattle WA, Scottsdale AZ, San Francisco CA, Atlanta GA, Boston MA. Travel up to 30%

Reports to : Global PSO & Support Leader

Direct Reports : Up to 10

Ensure team managers and individual contributors have deep understanding of Axon products, particularly complex software solutions and unique customer configurations
Achieve mastery on Axon's products and services, assisting team members in resolving complex issues and customer interactions
Get to know customer executive / command staff to act as escalation point for concerns
Handle escalations for challenging customer issues and crisis situations, ensuring timely resolution and maintaining high customer satisfaction, communication across internal key stakeholders, and clear follow-up actions
Provide strategic leadership and direction to Managers of the technical support staff, guiding their efforts in delivering top-notch technical support and fostering strong customer relationships
Collaborate with internal cross-functional teams, especially sales, customer success, and product to develop and implement strategies for efficient technical support delivery, customer satisfaction, and product adoption
Monitor the performance of your direct reports and their teams leveraging metrics, analyzing results, and implementing improvements to enhance service quality and efficiency
Cultivate a collaborative team environment, promoting knowledge sharing, skill development, innovation, and professional growth for the team
Develop and continuously improve technical documentation and job aids to facilitate understanding, repeatability, and quality of processes
Remain organized and focused on removing obstacles through creativity and adaptation to rapidly changing circumstances
Facilitate regular team meetings and conduct 1 : 1 check-ins with team
Maintain familiarity with relevant Axon Academy content and leverage for training
Lead by example in delivering candid messages to customers, exceptional customer service, and technical support
Responsible for developing, maintaining, and improving team’s processes, training and workflows
Go on-site to the agencies to provide assistance and help as needed
Provide regular reporting and communication to senior leadership on customer escalations, trends, potential and realized pain points, team performance, project status, and other key metrics
Champion a culture of collaboration, respect, and continuous learning, promoting diversity and inclusion and supporting team members' personal and professional growth
Foster a culture of innovation, encouraging team members to identify new opportunities for business growth and development and driving the development of new services and processes

What You Bring

12-15 years of relevant business experience

5-10 years of experience in managing diverse and cross-functional teams for Major City or Enterprise-level customers

2-5 years experience leading teams who implement and / or support complex software products

Proven track record of successfully managing executive-level customer relationships and technical projects

Experience managing high-visibility customer escalations and working closely with executives, sales, customer success, product, and support teams

Capacity to adapt to evolving environments and manage multiple priorities effectively

Demonstrated intellectual curiosity, humility, accountability, and a positive approach to leadership

Detail-oriented with excellent organizational and time management skills

Demonstrated ability to deal with change and remain calm in high-stress situations

Proven track record of successfully managing customer relationships and technical projects in a customer-facing / technical support role

Ability to lead teams through troubleshooting efforts such as reverse engineering, searching logs, and root cause analysis

Demonstrated ability to build processes and develop people

Excellent interpersonal skills with strong written and verbal communication

Advanced experience with Microsoft Windows OS, Microsoft Networking and Active Directory is desired

Understanding of multi-system ecosystems comprised of hardware and software with first- and third-party technologies

Basic knowledge of computer hardware, operating systems, and storage devices

Experience supporting public safety customers is desired

Ability to effectively communicate with various people including customers, colleagues, and across departments

Experience using systems like Splunk, JIRA, Microsoft Dynamics, Smartsheet, and / or Salesforce

Experience navigating dashboards such as Microsoft Power BI, preferred experience creating visualizations, and interfaces

Experience building views, writing & optimizing queries, and creating reports in databases such as SQL Server is preferred

Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset

Experience working and supporting law enforcement software systems such as Records Management Systems (RMS) is preferred

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

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.

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 151,605 in the lowest geographic market and USD 242,568 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 : $242,568

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