Manager, Technical Account Managers

As the Manager of Technical Account Managers at Axon, your role includes providing strategic leadership to your team, ensuring they deliver exceptional technical support and customer service to law enforcement agencies. You'll handle escalations for challenging customer issues, collaborate with cross-functional teams to improve service delivery, and foster a collaborative environment that promotes knowledge sharing and professional growth.

To qualify for the Manager, Technical Account Managers role at Axon, you’ll need either a Bachelor's degree in business administration or a related field or 7+ years of relevant experience. Additionally, 5+ years of experience managing diverse and cross-functional teams is required, along with strong leadership skills and technical expertise in customer-facing roles.

The Manager, Technical Account Managers plays a vital role in Axon's mission by ensuring that law enforcement agencies effectively leverage technology for critical operations. By leading a team of Technical Account Managers, you will drive successful product adoption and enhance public safety, directly supporting those dedicated to protecting communities.

At Axon, the work environment is fast-paced and collaborative, with a focus on meaningful impact. The role is hybrid, allowing for flexibility while requiring in-office presence at one of Axon's Hub locations, such as Scottsdale, AZ. You'll be part of a team that values diverse perspectives and promotes professional growth while addressing the needs of law enforcement agencies.

As a Manager, Technical Account Managers at Axon, you can expect a competitive salary, discretionary paid time off, medical benefits, emotional wellness support, and learning and development opportunities. The company also provides a 401k with employer match, paid parental leave, and various quality-of-life perks to support employees both personally and professionally.

In leading a diverse team of Technical Account Managers, I prioritize creating an inclusive environment where everyone feels valued. I focus on clear communication, encouraging team members to share their perspectives and leverage their strengths to achieve common goals.

When faced with a challenging customer issue, I remained calm and centered, employing active listening skills to understand the problem fully. I collaborated with my team to find a timely resolution and followed up to ensure customer satisfaction. This not only resolved the issue but also strengthened the relationship.

I implement regular one-on-one meetings to discuss career goals, provide constructive feedback, and identify opportunities for skill development. Encouraging team members to participate in training programs or industry events further promotes continuous learning.

I prioritize tasks by assessing their urgency and impact on our goals. By utilizing project management tools and maintaining open communication with my team, I ensure everyone understands priorities and stays aligned in our efforts.

I improved customer satisfaction by implementing a feedback loop. After resolving issues, I reached out to customers for their input on our service. Their insights guided our improvements and directly led to higher satisfaction ratings.

Collaboration is crucial. I encourage cross-functional team meetings to share insights and best practices. This not only enhances problem-solving but also fosters a united front in driving exceptional support for our customers.

When managing escalations, I prioritize swift communication and understanding the root issue. I involve the necessary stakeholders quickly and ensure that our approach is tactful and strategic, restoring customer trust efficiently.

I have experience working with various law enforcement software systems, including Computer Aided Dispatch (CAD) and Records Management Systems (RMS). This background enables me to understand our customers' needs and provide effective solutions.

My approach to change management involves clear communication, providing training, and being available for support. I ensure the team understands the 'why' behind changes and feels equipped to adapt seamlessly.

I am drawn to Axon’s mission of protecting life and its innovative technology. I believe my skills align well with the company’s values, and I am excited about the opportunity to lead a team contributing to significant societal impact.