Embedded Technical Account Manager II (MTA Police Department)

Your Impact

The Technical Account Manager will own the day-to-day relationship with one of Axon’s key customers to build a long-term, strategic partnership. As the main point of contact for your customer, you will be looked upon to provide best practices and technical expertise to help stakeholders achieve their operational goals through the use of Axon’s products. You will also work closely with multiple cross-functional teams by providing invaluable insight into customer needs and challenges, helping influence and guide internal product roadmaps and projects. As someone who wears multiple hats—from project manager to product expert to consultant—you will continually focus on making your customer more efficient and more confident in their daily workflows.

What You’ll Do

Location: Must be willing to reside within 1.5 – 2 hours of MTA Police HQ, 420 Lexington Ave, NY, NY and be on-site several days a week

Reports to: Sr. Manager, Embedded Services

• Achieve mastery of all Axon technologies and products
• Use exceptional written and oral communication skills to effectively lead business and technical presentations, demonstrations, and conversations with VP-level and senior stakeholder audiences within your account
• Use leadership skills to independently prioritize and execute project tasks in a methodical and disciplined manner
• Manage customer expectations, keeping customers satisfied while ensuring expectations remain realistic
• Provide tier-2 technical support
• Provide limited redaction support, primarily in the form of technical guidance, training, and troubleshooting
• Remain organized and focused on removing sales obstacles through creativity and adaptation to rapidly changing circumstances
• Develop relationships with key partners to support growth within the customer account
• Where possible, improve or develop technical documentation to ease understanding and usage of Axon products and services
• Communicate customer feedback across multiple teams and divisions within Axon to drive product development and continuous improvement
• Maintain customer confidence, especially in high-pressure situations
• Maintain and develop relationships with other vendors within the agency to coordinate product installations, upgrades, and problem resolution when necessary
• Report, as needed, to various agency locations to ensure project timelines and objectives are being met
• Support customer deployment activities, implementation planning, product adoption, and operational readiness
• Deliver customer training related to relevant Axon products, workflows, and integrations
• Serve as a trusted advisor within a public safety, corrections, or government environment, helping the customer maximize operational value from their Axon investment

What You Bring

• Bachelor’s degree or equivalent work experience
• 3+ years of experience working with major city, enterprise, or similarly complex customers
• Proven track record of successfully managing customer relationships and technical projects
• Experience with project management and product deployment
• Understanding of SaaS, cloud providers/solutions, virtualization, and storage
• Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and internet technologies
• Ability to articulate technical concepts at a level appropriate to the audience, including clients with varying levels of IT knowledge and skillsets
• Unmatched analytical, strategic, and creative problem-solving skills
• Excellent interpersonal skills with st