Axon
Technical Account Manager, Baltimore (Onsite)
Axon, Baltimore, Maryland, United States, 21276
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
You are the “boots on the ground,” primary point of support for the Baltimore Police Department. You are the subject matter expert on all Axon products & services, 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 Baltimore 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 Baltimore, MD (at Baltimore Police Dept.)Reports To:
Manager of Technical Account Management ServicesYour goal is to provide excellent technical support for Axon’s RMS and Standards products daily to the Baltimore Police Department, ensuring 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 a 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+ years of relevant 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.Strong and proven track record of successfully managing customer relationships and technical projects in a customer-facing/technical support role.Strong 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.Strong knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies.Basic 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.The Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 81,000 in the lowest geographic market and USD 144,000 in the highest geographic market. The on-target earnings range for this role is between USD 91,000 in the lowest geographic market and USD 163,000 in the highest geographic market.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.We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances.
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You are the “boots on the ground,” primary point of support for the Baltimore Police Department. You are the subject matter expert on all Axon products & services, 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 Baltimore 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 Baltimore, MD (at Baltimore Police Dept.)Reports To:
Manager of Technical Account Management ServicesYour goal is to provide excellent technical support for Axon’s RMS and Standards products daily to the Baltimore Police Department, ensuring 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 a 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+ years of relevant 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.Strong and proven track record of successfully managing customer relationships and technical projects in a customer-facing/technical support role.Strong 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.Strong knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies.Basic 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.The Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 81,000 in the lowest geographic market and USD 144,000 in the highest geographic market. The on-target earnings range for this role is between USD 91,000 in the lowest geographic market and USD 163,000 in the highest geographic market.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.We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances.
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