Senior Technical Account Manager, Enterprise

As a Senior Technical Account Manager at Axon, you'll be the main point of contact for key customer accounts, ensuring their success with our products. Your main responsibilities will encompass managing customer relationships, providing technical expertise, leading presentations and demonstrations, and collaborating with internal teams to align customer feedback with product development. Additionally, you'll oversee project management tasks to drive customer satisfaction while maintaining an organized approach amidst changing circumstances.

To qualify for the Senior Technical Account Manager role at Axon, candidates should possess at least a Bachelor's Degree or equivalent work experience. A minimum of 7 years in managing relationships and technical projects with major city or enterprise-level customers is essential. Additionally, candidates should have a solid understanding of SaaS, cloud solutions, virtual environments, and telecommunications technologies, alongside excellent communication and problem-solving skills.

Axon is committed to the growth of its employees, particularly for Technical Account Managers. At Axon, you’ll have access to learning and development programs, a strong network of support, and opportunities to lead significant projects. Employees are encouraged to embrace challenges and take ownership of their career paths with tailored professional development resources that align with individual goals and contributions.

The Senior Technical Account Manager position at Axon stands out due to its integral role in shaping customer success and product evolution. You won't just be a support figure; you'll act as a strategic partner to clients, transforming their operational challenges into opportunities for improvement. Additionally, the collaborative atmosphere at Axon encourages innovation, allowing you to influence the future of public safety technology directly.

The work environment for a Senior Technical Account Manager at Axon is fast-paced and collaborative, with a hybrid model that combines both in-office and remote work options. You’ll work alongside talented professionals who value diversity and inclusion, fostering a supportive culture that encourages open communication and innovative thinking. Axon prioritizes employee well-being, ensuring a balanced work-life dynamic.

When answering this question, focus on specific examples where you set clear expectations, communicated regularly, and provided updates throughout the project lifecycle. Highlight strategies that helped reassure customers during high-pressure situations and fostered a trusting relationship.

Discuss an instance where you identified a technical issue and explain how you approached it step-by-step. Emphasize your analytical skills, the actions you took to resolve the problem, and the impact that resolution had on customer satisfaction and project outcomes.

To effectively answer this question, convey your philosophy on relationship-building, stressing the importance of communication, regular check-ins, and understanding client needs. Provide examples of how you’ve successfully fostered partnerships in previous roles, demonstrating the long-term value you create for clients.

During your response, illustrate your method for assessing project urgency and impact. Explain how you communicate priorities to stakeholders and adapt to evolving circumstances while ensuring each client's unique needs are met efficiently.

Explain your approach to preparing and delivering presentations, highlighting any tools or techniques you use to ensure clear communication. Share an example of how your presentation led to a successful outcome, such as gaining client buy-in or resolving misunderstandings.

Discuss the significance of customer feedback in your work and how you capture, analyze, and implement it to drive product improvements. Sharing specific examples of changes made based on client suggestions will showcase your commitment to refining offerings.

Provide strategies for tailoring your communication based on audience expertise levels, such as simplifying technical jargon for non-technical stakeholders while using in-depth insights for technical audiences. Include examples of successful interactions that demonstrate this adaptability.

Outline a specific project case where your leadership played a pivotal role. Discuss the initial challenges, the strategies you implemented, and how you led your team to achieve successful outcomes while keeping client needs front and center.

This question provides an opportunity to exhibit your knowledge of the industry. Discuss relevant trends, emerging technologies, or innovations that excite you, and articulate how these developments may impact client solutions and operations moving forward.

While answering this question, connect your personal values to Axon's mission to Protect Life. Discuss how your skills and expertise align with the role and your admiration for Axon's commitment to innovating public safety solutions.