Software Technical Account Manager - Virginia

About this role

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

As a Technical Account Manager at Axon, you will help public safety agencies successfully deploy, adopt, and operate mission-critical technology. You will serve as a trusted technical partner, helping customers navigate complex deployments, resolve challenging issues, and maximize the value of Axon's solutions within their environment.

This role sits at the intersection of technical expertise, customer engagement, and operational success. You will work closely with agency stakeholders, deployment teams, Product, Engineering, and Support to ensure customers successfully integrate Axon technology into their daily operations. Beyond solving technical challenges, you will help customers improve adoption, optimize workflows, and realize greater value from their investment while providing critical feedback that helps improve Axon's products and services.

The result: successful deployments, stronger adoption, improved customer experiences, and technology that helps protect life and improve public safety outcomes.

What You’ll Do

Location: On Site with travel Reports To: Manager or Senior Manager of Technical Account Management

Technical Delivery & Support

• Serve as the primary technical point of contact for assigned agencies

• Diagnose and resolve complex technical issues across Axon's software and integrated solutions

• Lead technical troubleshooting efforts and coordinate root-cause analysis across Product, Engineering, Support, and Services teams

• Manage escalations and ensure timely resolution of customer-impacting issues

• Maintain strong understanding of Axon's hardware, software, cloud, and integrated technology ecosystem

Deployment & Adoption

• Partner with deployment teams to design, configure, test, and implement Axon solutions

• Support successful onboarding and transition to steady-state operations

• Help customers adopt new capabilities and incorporate technology into existing workflows

• Identify barriers to adoption and recommend best practices to improve utilization

• Support customers through operational and technology changes associated with new deployments

Customer Partnership

• Build trusted relationships with technical and operational stakeholders within assigned agencies

• Serve as an advocate for customer needs and priorities within Axon

• Conduct regular customer reviews focused on technical health, adoption, and operational success

• Provide guidance on product capabilities, integrations, and recommended usage patterns

• Help customers understand how technology supports their operational objectives

Workflow & Operational Improvement

• Develop an understanding of customer workflows and operational environments

• Identify opportunities to improve efficiency, product utilization, and operational effectiveness

• Support customer adoption of AI-powered capabilities across the Axon ecosystem

• Capture recurring workflow challenges and customer feedback to improve future deployments and customer experiences

• Contribute insights that help Product and Engineering teams better understand customer needs

Data, Reporting & Analytics

• Utilize tools such as Power BI, SQL, dashboards, and reporting platforms to support customer insights and operational decision-making

• Assist customers with data integrations, reporting requirements, and workflow visibility

• Monitor customer health indicators, adoption metrics, and technical performance trends

• Use data to identify opportunities for improvement and proactive customer engagement

Training & Enablement

• Deliver advanced product training and technical education to customer stakeholders

• Develop and maintain customer-facing documentation and best practices

• Help agencies build confidence in using Axon's solutions effectively

• Support knowledge transfer and operational readiness during deployments and upgrades

Field Engagement

• Work onsite with customers as needed to support deployments, training, troubleshooting, and operational success

• Maintain strong awareness of customer environments and evolving needs

• Support critical incidents and high-priority customer situations when required

What You Bring

Required

• Experience in technical account management, customer-facing technical delivery, deployment support, or similar roles (typically 4+ years, though we encourage applicants with varied experience to apply)

• Experience supporting SaaS applications, cloud platforms, software deployments, or integrated technology environments

• Strong troubleshooting and root-cause analysis skills

• Ability to communicate effectively with both technical and non-technical stakeholders

• Experience working across multiple teams to solve customer challenges and deliver successful outcomes

• Familiarity with networking concepts, cloud technologies, system integrations, or enterprise software environments

• Strong organizational skills with the ability to manage competing priorities and customer needs

• Interest in helping customers adopt new technologies and improve operational effectiveness

• Ability to work independently while collaborating closely with cross-functional teams

• Commitment to delivering exceptional customer experiences

• Ability to obtain and maintain CJIS compliance and handle sensitive information appropriately

Preferred

• Experience supporting public safety, law enforcement, government, or mission-critical

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