Technical Account Manager (Onsite)

Join Axon and be a Force for Good.

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.

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.

Your Impact

The Technical Account Manager (TAM) will be on-site at Suffolk County Police Department, (Yaphank, NY). TAM’s play a key role in supporting the redaction process, manage digital evidence, and provide hardware and product support. You will be looked upon as an expert in the use of Axon’s products to achieve timely production of redacted evidence. You will work closely with multiple cross-functional teams to establish a high-functioning process and overcome challenges, to ensure technical quality of redactions and perform analytical insight of device data. As someone that wears multiple hats, you will continually be focused on making your customer more efficient and more confident within their daily workflows.

What You’ll Do 

Location: Suffolk County PD in Yaphank, New York 
Reports to: Senior Manager, Embedded Services

• Commute to Suffolk County daily Monday-Friday and be available during core agency hours
• Provide tier 1 and 2 technical support to agency personnel
• Be a product specialist of one or more Axon products utilized by the agency · Achieve mastery of Axon’s Redaction products and Evidence.com
• You'll interpret policy and law governing redaction that cannot cover every unique depicted situation. Your decisions will be autonomous, but subject to supervisory and/or departmental review.
• Participate in weekly stand-up meetings
• Produce weekly and quarterly analysis reporting as assigned
• Be fully proficient in redaction process and help produce redacted evidence
• Responsible for applying appropriate redactions and edits to such footage in accordance with all applicable laws and Department policies to ensure its proper production.
• Help develop and continuously improve technical documentation and job aids to facilitate understanding, repeatability, and quality of redaction process and related Axon products
• Manage customer expectations, keeping customers satisfied and expectations realistic
• Maintain customer confidence, especially in high-pressure situations
• Communicate customer feedback across multiple teams and divisions within Axon to drive product development and improvement
• Troubleshoot and documents daily issues and communicate status to stakeholders
• Remain organized and focused on removing obstacles through creativity and adaptation to rapidly changing circumstances
• Produce status and usage reports of assigned products for agency insight.
• Maintain familiarity with relevant Axon Academy content and leverage for training
• Go on-site to the individual precincts or commands to provide assistance and help with Axon devices and software where needed.

What You Bring

• Bachelor’s Degree or equivalent work experience
• 1+ years of professional experience working with Major City or Enterprise-level customers
• Proven track record of successfully managing customer relationships and technical projects
• Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage is desired
• Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
• Excellent interpersonal skills with strong written and verbal communication
• Detail oriented with excellent organizational and time management skills
• Demonstrated ability to deal with change and remain calm in high-stress situations
• Experience working and supporting law enforcement is desired
• Experience using Excel formulas to produce analytical charts
• Experience creating analytical reports and visual aids in Excel, Word and PowerPoint for senior level presentations
• Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies is desired
• Knowledge of CCTV, VMS, and IP cameras is desired
• Experience working closely with a sales and support team is desired
• Must be able to pass agency background check
• Bilingual in Spanish preferred 

Benefits that Benefit You

• Competitive salary an