Technical Account Manager, Lafayette PD (Onsite)

As a Technical Account Manager at Axon, you'll be the primary point of contact for the Lafayette Police Department's technical support. Your responsibilities include offering daily technical assistance for Axon's RMS and Standards products, managing customer relationships, providing training for software adoption, and overseeing various projects. You'll work directly with the agency to identify pain points and help implement solutions using Axon's technology, ensuring every user can leverage our tools to their fullest potential.

To be considered for the Technical Account Manager role at Axon, you should have either a bachelor’s degree in business administration or a related field, or at least four years of relevant experience. Additionally, strong technical skills such as proficiency with Microsoft Power BI, SQL Server, and knowledge about API integration protocols are essential. Experience in customer-facing technical support roles, particularly within law enforcement software systems, will also give you a competitive edge.

A Technical Account Manager at Axon is dedicated to offering exceptional support to law enforcement agencies using our products. This includes troubleshooting issues, managing software integrations, and helping with configuration requests. You will also conduct training sessions and provide ongoing support to ensure the department is fully utilizing Axon's technology to enhance operational efficiency. Your role is integral to streamlining user experiences and maximizing the impact of our solutions.

As a Technical Account Manager at Axon, you'll enjoy a competitive salary with the potential for bonuses and stock awards. Additional benefits include discretionary paid time off, medical, dental, and vision plans, fitness programs, and emotional wellness support. Furthermore, Axon promotes a culture of learning and development, allowing you to continue growing in your career while making a meaningful impact in your community.

The Technical Account Manager role at Axon directly contributes to public safety by ensuring that the Lafayette Police Department can effectively utilize technology to carry out its mission. By providing crucial technical support and optimizing the use of Axon's software products, you'll help law enforcement officers focus on their core duties — protecting and serving the community. Your efforts will empower them to leverage data effectively and enhance their operational capabilities.

In answering this question, highlight a specific scenario where you identified a problem, your approach to diagnosing it, and how you ultimately resolved the issue. Emphasize your analytical skills and the importance of communication with your team to implement a solution.

Talk about your structured approach to change management, including planning, risk assessment, stakeholder communication, and ensuring proper training and support for users to navigate changes confidently.

Discuss your previous projects or experiences where you used Power BI, detailing how you developed dashboards, visualizations, and reports to provide actionable insights for decision-makers.

Explain your approach to customer service and conflict resolution. Share techniques for addressing their concerns, taking ownership of the situation, and working towards a solution that meets their needs.

Mention your methods for maintaining open lines of communication, including regular check-ins, updates on support requests, and the importance of active listening to understand client needs effectively.

Present a project you managed, focusing on your role, the goals, the challenges you encountered, how you solved them, and the outcome. This demonstrates leadership and project management skills.

Before the interview, research Axon's mission to Protect Life and its values. Explain how you align with them and share examples of how you exemplify similar values in your work.

Discuss your organizational skills and tools you use for task management, prioritization methods, and how you ensure you meet the needs of all clients efficiently.

Outline your familiarity with data management concepts, any relevant tools or practices you’ve worked with, and how you maintain data integrity, accessibility, and security.

Talk about your experience with change management processes, training sessions, and how you effectively communicate the benefits of new software to encourage user buy-in and adoption.