Technical Account Manager

Your Impact

You are the “boots on the ground,” primary point of support for the Morgan Hill Police Department. You are the subject matter expert on all Axon products & services, you are finding solutions to large problems and advising the agency on best practices. You serve as a change manager who identifies agency pain points and helps with software adoption, crisis manager who responds to urgent technical support needs, and agency advocate within Axon. This role will play a critical part in Morgan Hill Police Department’s ongoing use of their current Axon Records Management Systems (RMS) and Standards System. You will serve as an integral part of saving lives.

What You’ll Do

Location: On-site in Morgan Hill, CA (at Morgan Hill Police Dept.)
Reports To: Manager of Technical Account Management Services

• Your goal is to provide excellent technical support for Axon’s RMS and Standards products daily to the Morgan Hill Police Department, making sure their expectations are exceeded
• You collaborate daily with both external customers and internal employees for smooth resolution to issues
• You have high availability and will assist customers if any issues occur outside of normal business hours
• You document any processes or issues, and provide feedback or suggestions to the internal team for improvements
• Manage any requested projects or assignments involving your customers, acting as liaison between Axon and the customer
• Work with the agency through change management processes to effectively adopt Axon’s software
• Fulfill agency configuration requests using Form Builder/JSON, SQL Server, and Microsoft Power BI
• Support Software Integrations and Datastore/Datawarehouse Management
• Troubleshoot agency issues and work with engineering and product teams through resolution
• Spend up to 4 days on site per week with customers resolving issues & answering questions related to Axon’s mission critical products

What You Bring

• Bachelor’s degree in business administration or related field OR 4+ yrs of relative experience
• Experience building custom Microsoft Power BI dashboards, visualizations, and interfaces with Microsoft SSRS to deliver meaningful and actionable insights
• Experience building views, writing & optimizing queries, and creating reports in SQL Server
• Proven track record of successfully managing customer relationships and technical projects in a customer facing/technical support role
• Understanding of API integration protocols and data exchange formats
• Experience in providing support for software integrations and DataStore/Datawarehouse management
• Ability to do reverse engineering, searching logs and root cause analysis
• Advanced experience with Microsoft Windows OS, Microsoft Networking and Active Directory
• Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage
• Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
• Knowledge of computer hardware, operating systems, and storage devices
• Ability to effectively communicate with various people including customers, colleagues, and across departments
• Experience using Splunk, JIRA, and/or Salesforce is preferred
• Experience working and supporting law enforcement software systems such as Computer Aided Dispatch (CAD), Records Management Systems (RMS) is a plus
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs

Benefits listed herein may vary depending on the nature of your employment and the location where you work

The Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay between USD 80,000 in the lowest geographic market and USD 120,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as: experience, training, transferable skills, work experience, business needs, and geographic market demands and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.com/careers/benefits.