Sr Technical Program Manager II

Your Impact

Axon is seeking a results-driven and experienced Senior Technical Sustainment Manager to drive customer satisfaction, product enablement, and feature adoption throughout the Records Management System (RMS) deployment lifecycle. This role plays a pivotal part in ensuring accurate scoping so we sign customers with confidence, and they continue to thrive on Records after they graduate from their dedicated Technical Account Managers. You will drive feature enablement, promote customer adoption, and lead sustainment initiatives that extend well beyond go-live through structured training, quality assurance, and advanced escalation support.

The ideal candidate brings a proven track record of cross-functional leadership, with hands-on experience in program management, technical enablement of SaaS products, training strategy, and customer success across complex enterprise solutions. Success in this role requires a long-term mindset—focusing on full product utilization, value realization, and continuous learning for our customers.

What You’ll Do

Location: US-based Axon hub sites (Atlanta, Boston, Denver, Scottsdale, Austin, Chicago, Charlotte, or Seattle metro areas)
Travel: 30-40%
Reports to: Senior Director

As a Senior Technical Sustainment Manager focused on customer enablement, you will own a portfolio of law enforcement agencies who have completed their initial RMS implementation, and have achieved sustained adoption with their initial build. Your mission is to ensure these agencies continue to realize value from their investment by supporting post-deployment growth, driving sustained feature adoption, and serving as their strategic technical partner. You will bridge the gap between initial go-live and long-term operational maturity, ensuring they evolve and expand their usage of RMS in parallel with their operations. Your role will include (but not limited to):

1. Serve as an operational RMS expert embedded within the Productivity PSO team to support pre-sales and post-deployment needs.
2. Act as a liaison between Sales, services, and Product to validate Statements of Work (SOW) and unique customer requirements, ensuring alignment with the current and future state of the RMS product roadmap.
3. Serve as a critical escalation resource for post-deployment issues outside normal customer support for agencies without a Technical Account Manager (TAM).
4. Increase team bandwidth and throughput by serving as a sustainment resource to address escalated customer challenges.
5. Project-manage new customer requests for services such as a 3rd-party integration for deployed customers without TAMs.
6. Measure and report out on customer satisfaction/sentiment on a quarterly basis for all your supported agencies.
7. Continually educate your supported agencies with training and information about new features to support ongoing customer adoption.
8. Routinely audit the health of your agencies’ environments and configuration to continually improve their operational effectiveness.
9. Collate and share the most impactful customer feedback across the agencies you support for the Product team’s awareness and prioritization.

 

What You Bring

• 5+ years of experience in program or project management, enablement, or related roles in a technical or SaaS environment.
• Proven experience developing and delivering training programs and customer education initiatives.
• Strong cross-functional collaboration skills, with demonstrated ability to influence and align teams.
• Excellent communication and presentation skills, including experience hosting webinars or training sessions.