Sr. Director, Technical Account Management And Customer Engagement

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 configurationsAchieve mastery on Axon's products and services, assisting team members in resolving complex issues and customer interactionsGet to know customer executive/command staff to act as escalation point for concernsHandle 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 actionsProvide strategic leadership and direction to Managers of the technical support staff, guiding their efforts in delivering top-notch technical support and fostering strong customer relationshipsCollaborate 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 adoptionMonitor the performance of your direct reports and their teams leveraging metrics, analyzing results, and implementing improvements to enhance service quality and efficiencyCultivate a collaborative team environment, promoting knowledge sharing, skill development, innovation, and professional growth for the teamDevelop and continuously improve technical documentation and job aids to facilitate understanding, repeatability, and quality of processesRemain organized and focused on removing obstacles through creativity and adaptation to rapidly changing circumstancesFacilitate regular team meetings and conduct 1:1 check-ins with teamMaintain familiarity with relevant Axon Academy content and leverage for trainingLead by example in delivering candid messages to customers, exceptional customer service, and technical supportResponsible for developing, maintaining, and improving team's processes, training and workflowsGo on-site to the agencies to provide assistance and help as neededProvide regular reporting and communication to senior leadership on customer escalations, trends, potential and realized pain points, team performance, project status, and other key metricsChampion a culture of collaboration, respect, and continuous learning, promoting diversity and inclusion and supporting team members' personal and professional growthFoster 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 experience5-10+ years of experience in managing diverse and cross-functional teams for Major City or Enterprise-level customers2-5+ years experience leading teams who implement and/or support complex software productsProven track record of successfully managing executive-level customer relationships and technical projectsExperience managing high-visibility customer escalations and working closely with executives, sales, customer success, product, and support teamsCapacity to adapt to evolving environments and manage multiple priorities effectivelyDemonstrated intellectual curiosity, humility, accountability, and a positive approach to leadershipDetail-oriented with excellent organizational and time management skillsDemonstrated ability to deal with change and remain calm in high-stress situationsProven track record of successfully managing customer relationships and technical projects in a customer-facing/technical support roleAbility to lead teams through troubleshooting efforts such as reverse engineering, searching logs, and root cause analysisDemonstrated ability to build processes and develop peopleExcellent interpersonal skills with strong written and verbal communicationAdvanced experience with Microsoft Windows OS, Microsoft Networking and Active Directory is desiredUnderstanding of multi-system ecosystems comprised of hardware and software with first- and third-party technologiesBasic knowledge of computer hardware, operating systems, and storage devicesExperience supporting public safety customers is desiredAbility to effectively communicate with various people including customers, colleagues, and across departmentsExperience using systems like Splunk, JIRA, Microsoft Dynamics, Smartsheet, and/or SalesforceExperience navigating dashboards such as Microsoft Power BI, preferred experience creating visualizations, and interfacesExperience building views, writing & optimizing queries, and creating reports in databases such as SQL Server is preferredAbility to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillsetExperience working and supporting law enforcement software systems such as Records Management Systems (RMS) is preferredMust 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 matchDiscretionary paid time offPaid parental leave for allMedical, Dental, Vision plansFitness ProgramsEmotional & Mental Wellness supportLearning & Development programsAnd yes, we have snacks in our officesBenefits 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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