Technical Account Manager, Software Services - job 1 of 4

As a Technical Account Manager at Axon, your responsibilities include providing frontline technical support for our software solutions, assisting in product deployment, facilitating the software adoption process for law enforcement agencies, and maintaining positive customer relationships. Additionally, you'll document issues and feedback to continually enhance customer experience.

To apply for the Technical Account Manager role at Axon, you should possess a bachelor’s degree in business administration, computer science, or a related field, alongside at least 2 years of experience in technical support or SaaS deployment. Familiarity with IT infrastructure, excellent communication skills, and experience with public safety agencies are highly desirable.

In the Technical Account Manager role at Axon, you can expect to travel up to 80% within the U.S. This travel is integral for supporting our law enforcement clients on-site, resolving issues directly, and ensuring that they receive the highest level of service and training.

For the Technical Account Manager position at Axon, familiarity with tools like Microsoft Power BI, SQL Server, JIRA, and Salesforce is preferred. Additionally, understanding law enforcement software systems such as RMS, CAD, and CJIS standards will enhance your effectiveness in the role.

As a Technical Account Manager at Axon, you will enjoy competitive benefits including a salary range between $80,000 and $120,000 based on market demands, discretionary paid time off, medical and dental plans, fitness programs, and emotional wellness support, along with opportunities for professional growth.

In answering this question, detail your relevant past experiences with software deployment, emphasizing any specific projects or law enforcement environments where you successfully managed deployments or resolved challenges.

Discuss your approach to addressing customer complaints, focusing on active listening, empathy, and problem-solving skills. Provide an example of a situation where you turned a complaint into a positive outcome.

Share your training methods, such as developing user-friendly guides, conducting hands-on sessions, and providing ongoing support. Highlight any experiences where your training significantly improved adoption rates.

Discuss your time management and prioritization strategies. Describe how you assess the urgency of requests, communicate with clients, and ensure that you're addressing the most critical issues first.

Provide a specific example of a process you enhanced, detailing the challenges, the steps you took to implement the improvement, and the outcomes that benefited both the team and clients.

Share your insights about the law enforcement industry, discussing any relevant experiences and knowledge related to the specific needs and challenges faced by law enforcement agencies.

Elaborate on actions you take to gauge customer satisfaction, such as regular follow-ups, gathering feedback, and adapting your support based on customer input to ensure they feel valued and supported.

Narrate a specific technical problem you encountered, the steps you took to diagnose and resolve it, and how you communicated the solution to the client, emphasizing your troubleshooting method.

Discuss your experience and understanding of cloud solutions and IT infrastructure, providing examples of how this knowledge has helped you in past roles, particularly in troubleshooting or deployment scenarios.

Express your enthusiasm for Axon's mission to protect life, highlighting aspects of the company culture, community impact, and how your personal values align with the company's goals.