Technical Account Manager

Job Description

Axon is seeking a Technical Account Manager to be the primary point of contact for key customers, fostering long-term strategic partnerships. This role involves providing technical expertise, project management, and customer advocacy to ensure stakeholders achieve operational goals using Axon’s products.Axon is a company with a mission to Protect Life, offering an ecosystem of devices and cloud software. The Technical Account Manager will collaborate with cross-functional teams, offering insights into customer needs and challenges, and influencing internal product roadmaps.Responsibilities:

• Achieve expertise in Axon technologies.
• Serve as the primary technical liaison between Axon and customers.
• Participate in operational and technical meetings.
• Build and maintain an internal Axon network.
• Monitor support tickets and provide technical troubleshooting.
• Ensure Service Level Requirements are met.
• Assist the Program Manager with requested materials and documentation.
• Communicate customer feedback and collaborate to drive product improvements.
• Identify and escalate risks to the Program Manager.
• Interpret and communicate Axon release notes.
• Support monthly invoicing and maintain Salesforce records.
• Facilitate training and knowledge transfer for customer integrations.
• Assist in customer security assessments.
• Maintain knowledge of the customer’s technical landscape.
• Maintain and administer deployment records.
• Develop and enhance technical documentation.

Requirements:

• Canadian Citizenship (required for working with sensitive government data; must pass security clearance).
• 5+ years of IT experience in a support or deployment role.
• Experience working with law enforcement and/or government entities.
• Proven track record of managing customer relationships and technical projects successfully.
• Ability to work autonomously.
• Robust IT background (software image creation, networking, Microsoft systems, API integrations).
• Solid ability to tailor technical discussions to varied audiences.
• Analytical, strategic, and creative problem-solving skills.
• Exemplary written and verbal communication skills.
• Highly detail-oriented with proficient organizational and time management skills.
• Bilingual proficiency in French and English is preferred but not required.

What Axon Offers:

• A mission to Protect Life.
• Opportunity to drive real change.
• A commitment to building diverse teams.