Technical Account Manager

A Technical Account Manager at Axon serves as the primary contact for key customers and manages long-term strategic partnerships. This role involves providing expert technical guidance, facilitating project management, and enhancing customer advocacy. You will monitor support tickets, oversee technical troubleshooting, and communicate customer feedback across various teams, ensuring that customer requirements align with Axon’s innovative products.

To qualify for the Technical Account Manager role at Axon, you must have at least 5 years of IT experience, preferably in a support or deployment role, along with experience working with law enforcement or government entities. A robust IT background in areas such as network administration, software systems, and API integrations is essential, along with excellent communication skills and the ability to manage customer relationships.

The Technical Account Manager plays a crucial role in fulfilling Axon’s mission to Protect Life by ensuring that customers receive optimal support and the necessary tools to effectively implement Axon’s technologies. Your insights will influence product improvements that align with customer needs, thereby enhancing public safety and transparency while fostering stronger community relationships.

At Axon, a Technical Account Manager has numerous growth opportunities. Continuous professional development and getting involved in cross-functional projects allow you to enhance your technical skills and leadership capabilities. Additionally, actively engaging with clients can lead to potential advancements within the company and unique learning experiences that broaden your knowledge and expertise.

The work environment for a Technical Account Manager at Axon is fast-paced, collaborative, and purpose-driven. You will work remotely within Canada and experience about 30% domestic travel. The culture emphasizes teamwork, diverse perspectives, and constant growth, making it an exciting place to contribute while protecting life and enhancing community safety.

When answering this question, focus on a specific project where you showcased your project management skills. Highlight the objectives, the team dynamics, your role, and the outcomes. Emphasize how your actions contributed to customer satisfaction and supported Axon’s mission.

Discuss your organizational strategies, such as using project management tools or setting clear deadlines. Explain how you assess urgency and importance in your tasks while remaining flexible to customer needs. This will demonstrate your ability to handle pressure and manage time effectively.

You could explain your approach to active listening, asking clarifying questions, and conducting customer feedback sessions. Emphasize the importance of building relationships and your commitment to ensuring that client requirements align with the technological solutions Axon provides.

Share a structured process you utilize for troubleshooting, including gathering information, replicating issues, and leading customers through the resolution process. Highlight your ability to communicate technical concepts in a non-technical manner to ensure client understanding.

Here, you should discuss the transformative impact of technology on law enforcement and community safety. Highlight how Axon's products can facilitate better decision-making, enhance transparency, and support operational efficiencies.

Discuss a specific instance where you relayed customer feedback to your team, the steps you took to ensure their voice was heard, and the subsequent results or changes implemented. This showcases your commitment to customer satisfaction and your proactive approach.

Highlight your strategies for regular communication, check-ins, and providing updates about new features or services. Emphasize the importance of trust and transparency in maintaining long-term partnerships and ensuring clients are satisfied with their experience.

Outline your technical skills and experiences that are relevant to the position, such as proficiency in network administration, software systems, and API integrations. Make sure to highlight how this expertise aligns with Axon’s technology to improve customer workflows.

Express your passion for Axon’s mission of protecting life and how it resonates with your values. Share your interest in contributing to impactful projects and working with a supportive team committed to continuous improvement in public safety.

Discuss an approach that involves collecting quantitative and qualitative data from clients through surveys, direct communication, and market research. Emphasize your analytical skills in interpreting this data to drive better product decisions that meet customer expectations.