Customer Success Manager (Remote)

<h4><strong>Join Axon and be a Force for Good.</strong></h4> <p>At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.<br/><br/>Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.</p><p><strong>Customer Success Manager</strong><br/><br/><strong>Reporting to: </strong>Manager, Customer Success<br/><strong>Location: </strong>Remote<br/><strong>Travel expectations: </strong>up to 50%<br/><br/><strong>Your Impact:</strong><br/>Are you a self-starter who loves problem solving and helping customers find solutions? If so, being our Customer Success Manager is perfect for you! Successful Customer Success Managers are technology-savvy individuals that partner with our customers and demonstrate how our products improve their daily workflows. Given how critical your role is, you will also be ready to be called on by police services for help at any moment. You are the “boots on the ground,” and primary point of contact helping find solutions for our customers.<br/><br/><strong>The ideal candidate will ensure customer success by: </strong></p> <ul> <li>Focusing on customer retention and managing customer relationships</li> <li>Cultivating existing projects and qualifying new opportunities</li> <li>Assist in training and customer support for implementations and trials</li> </ul> <p><br/><strong>Your Day to Day:</strong></p> <ul> <li>Your goal is to provide excellent customer service and technical support daily to our largest customers making sure their expectations are exceeded</li> <li>Develop and maintain client relationships to help drive revenue growth</li> <li>Tracks customer activity in internal systems in order to execute on account strategy and identify additional opportunities</li> <li>You collaborate daily with both external customers and internal employees for smooth resolution to issues</li> <li>You have high availability and will assist customers if any issues occur outside of normal business hours</li> <li>You document any processes or issues, and providing feedback or suggestions to the internal team for improvements</li> <li>Manage any requested projects or assignments involving your customers, acting as liaison between Axon and the agency</li> <li>All other duties as assigned</li> </ul> <p><br/><strong>What You’ll Bring:</strong></p> <ul> <li>Degree level education or equivalent</li> <li>3+ years in a customer facing support role</li> <li>Must be willing and able to travel as required</li> <li>Strong and proven track record of successfully managing customer relationships and technical projects</li> <li>Proficiency in Software as a Service value propositions</li> <li>Familiar with Salesforce, Gainsight, and Jira</li> <li>Understanding of SaaS, Cloud providers/solutions, Virtualization, Storage</li> <li>Familiarity with networking methodologies, Wi-Fi, telecommunications, and Internet technologies</li> <li>Basic knowledge of computer hardware, operating systems, and storage devices</li> <li>Solutions Sales Experience an asset</li> <li>Collaborative team player with excellent interpersonal, communication, and organizational skills; adept at strategic problem-solving, working with sales and support teams, and managing enterprise-level customers.</li> <li>Self-motivated and detail-oriented, with proven ability to manage schedules and territories independently, delivering exceptional results in a dynamic, fast-paced market.</li> <li>Experience working with Enterprise-level customers an asset</li> <li>Experience with longer sales cycles to Government and following rigid procurement processes</li> </ul> <p></p><p>Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.</p> <p>Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.</p> <p> </p> <p><strong>Important Notes</strong></p> <p><em>The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.</em>