Technical Account Manager

Axon | Public safety technology

1h 17m ago

Remote In-Country

Full Time

Germany

Title: Technical Account Manager Location: Germany-Remote

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

What You’ll Do

Location: Berlin, Germany
Hybrid role (remote + work at customer sites), travel up to 50%
Reports to: Manager, Technical Account Management

Achieve mastery of all Axon technologies / products
Use exceptional written and oral communication skills to effectively lead business and technical presentations, demonstrations and conversations with VP-level 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 and expectations realistic
Provide up to tier-2 technical support
Develop knowledge base articles on frequent and critical issues.
Report bugs and trends to the necessary Axon engineering teams.
Provide technical escalation support to other business areas.
Create and maintain internal product test environments.
Maintain and administration of internal deployment records.
Work closely with the local partner to deliver software and hardware deployment
Own the relationship with the local partner and the client throughout the length of the contract
Remain organized and focused on removing obstacles through creativity and adaptation to rapidly changing circumstances
Develop relationships with key stakeholders across Axon to solve problems and successfully deploy the Axon products
Where possible, improve or develop technical documentation to ease understanding and usage of our products and services
Communicate customer feedback across multiple teams and divisions within Axon to drive product development and improvement
Maintain customer confidence, especially in high-pressure situations
Travel to customer sites across Germany as needed

What You Bring

German citizenship is required in order to work with sensitive Government data, willing to undergo a security check
Fluent in German
A strong IT background with 5+ years of experience working in an IT support or deployment position.
Substantial experience working with Enterprise-level customers
Proven track record of successfully managing customer relationships and technical projects
Comfortable working alone to complete objectives and satisfy customer requirements with little management oversight.
Local to Germany, with the ability to travel as needed
Understanding of ITIL and Change Management processes with a high level of comfort planning, documenting and executing changes following process and rolling back as required.
Experience with software image creation and maintenance.
Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
Advanced understanding of IT/Networking concepts including Microsoft Server & Client operating systems, Microsoft SQL Server, Microsoft Active Directory, Microsoft Azure (specifically Entra ID), APIs, Network Administration (TCP/IP, DHCP, DNS, SSH, Firewalls) and/or similar certifications
Knowledge and demonstrated operating experience in one or more of the following areas of specializations: Digital Video, Mobile communications, IP security, Embedded Systems, IAM, SAAS
Knowledge and practical application implementing and managing relational database solutions using AWS RDS, Microsoft/Azure SQL, PostgreSQL, Oracle, MySQL, MongoDB, Db2, etc.
Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
Unmatched analytical, strategic and creative problem-solving skills
Excellent interpersonal skills with strong written and verbal communication
Detail oriented with excellent organizational and time management skills
Demonstrated ability to deal with change and excel in high-stress situations

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.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

Required Skills

active_directorymssqlazureawspostgresqloraclemysqlmongodb

Required Languages

🇩🇪 German, 🇬🇧 English