Your Impact
As a Technical Account Manager at Axon, you will be the primary point of contact for key customers, fostering long-term strategic partnerships. You will provide technical expertise, project management, and customer advocacy to ensure stakeholders achieve operational goals using Axon's products. Collaborating with cross-functional teams, you will offer valuable insights into customer needs and challenges, influencing internal product roadmaps and projects. Wearing multiple hats—from consultant to product expert to project manager—you will help customers optimize their daily workflows.
You will play a crucial role in ensuring Axon's solutions align with key customer requirements while providing exemplary technical support and customer service. Your expertise and commitment will directly contribute to Axon's mission of protecting life and enabling transparency through innovative technology.
What You'll Do
Location: Melbourne, Australia (On-site minimum 3 days per week)
Travel Expectations: 20%
Reports to: Service Delivery Manager, Australia & New Zealand
* Achieve expertise in Axon technologies, including Axon Evidence, body cameras, and Fleet system.
* Serve as the primary technical liaison between Axon and the customers.
* Participate in operational and technical meetings, ensuring effective communication and collaboration.
* Build and maintain an internal Axon network to support both the customer-facing Axon team and the customer Project Team.
* Provide field support, including setup and configuration of Axon hardware such as TASER and BWC docking stations.
* Assist the customer in inventory management of Axon devices
* Monitor support tickets, provide technical troubleshooting (tier 2 level support) and escalate when necessary.
* Ensure Service Level Requirements (SLRs) and contractual obligations are met.
* Assist the Program Manager customer and/or professional services team by providing requested materials, information, and Voice of Customer (VOC) documentation. Communicate customer feedback across Axon teams and collaborate to drive product improvements.
* Identify and escalate risks to facilitate internal and executive collaboration.
* Interpret and communicate Axon release notes, tailoring information relevant to the customer to enhance understanding and drive product adoption.
* Support monthly invoicing by ensuring reliable billing counts and maintaining Salesforce records.
* Facilitate training and knowledge transfer for customer integrations (APIs, workflows, auto-tagging, etc.).
* Assist in customer security assessments and vendor refresh assessments for major architectural changes.
* Maintain knowledge of the customer's technical landscape, including infrastructure, policies, and procurement processes.
* Maintain and administer deployment records, including shipment tracking and RMA's.
* Develop and enhance technical documentation and knowledge base articles to improve customer support, self-service capabilities, and overall product comprehension.
What You Bring
* Australian Citizenship (required for working with sensitive government data; must pass security clearance).
* 5+ years of IT experience in a support or deployment role.
* Experience working with law enforcement and/or government entities.
* Proven track record of managing customer relationships and technical projects successfully.
* Ability to work autonomously to meet objectives with minimal oversight.
* Robust IT background, with expertise in:
o Software image creation and maintenance.
o Routing, switching methodologies, Wi-Fi, telecommunications, and Internet technologies.
o Microsoft Server & Client operating systems, Microsoft SQL Server, Active Directory, Azure (Entra ID).
o Network Administration (TCP/IP, DHCP, DNS, SSH, Firewalls).
o API integrations and SAAS applications.
* Solid ability to tailor technical discussions to varied audiences.