Manager, Embedded Services (Suffolk County)

Job Description

Axon is seeking a Manager of Embedded Services to support the Suffolk County Police Department in New York. This role involves being an on-site player/coach, leading a team of Technical Account Managers (TAMs) and serving as the expert in using Axon's products for digital evidence preparation and redaction. The Manager will collaborate with cross-functional teams to optimize processes and ensure the technical quality of redactions, ultimately enhancing customer efficiency and confidence.Responsibilities:

• Commute daily to Suffolk County PD in Yaphank, New York.
• Master Axon’s Redaction products and Evidence.com.
• Supervise and manage a team of Technical Account Managers.
• Oversee daily redaction production and facilitate daily stand-up meetings.
• Serve as the primary point of contact for the redaction process.
• Locate and redact footage in Suffolk County's Evidence.com instance.
• Perform randomized checks on team member’s redactions.
• Manage customer expectations and maintain customer confidence.
• Communicate customer feedback to drive product development.
• Troubleshoot and document daily issues.
• Develop and improve technical documentation.
• Assist with hiring, managing, and training TAMs.
• Facilitate weekly team meetings and conduct regular 1:1 check-ins.
• Manage performance reviews of TAMs.
• Assist with training agency personnel on redaction and other Axon products.
• Maintain familiarity with relevant Axon Academy content.
• Provide on-site assistance with BWC recordings at individual precincts.

Requirements:

• Bachelor’s Degree or equivalent work experience.
• 5+ years of professional experience working with Major City or Enterprise-level customers.
• Previous experience leading a team is desired.
• Demonstrated ability to build processes and develop people.
• Proven track record of successfully managing customer relationships and technical projects.
• Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage.
• Ability to articulate at a technical level appropriate to the circumstance.
• Unmatched analytical, strategic and creative problem-solving skills.
• Excellent interpersonal skills with strong written and verbal communication.
• Detail oriented with excellent organizational and time management skills.
• Demonstrated ability to deal with change and remain calm in high-stress situations.
• Experience working and supporting law enforcement is desired.
• Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies is desired.
• JIRA, and Microsoft Dynamics knowledge is desired.
• Knowledge of CCTV, VMS, and IP cameras is desired.
• Experience working closely with a sales and support team is desired.
• Must pass a Criminal Justice Information Services (CJIS) background check.

Axon offers:

• 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