Software Technical Account Manager - Kalamazoo, MI

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 operational environments • Familiarity with CAD, RMS, CJIS standards, digital evidence systems, or related public safety technologies • Experience with Power BI, SQL, dashboards, reporting tools, or analytics platforms • Familiarity with AI-powered products, workflow automation, or operational technology solutions • Relevant technical certifications (Microsoft, Cisco, ITIL, cloud certifications, etc.) Additional Information We recognize that candidates may bring strengths from different backgrounds and experiences. If your experience aligns closely with this role, we encourage you to apply. How This Role Fits the Future Technical Account Managers play a critical role in helping customers successfully deploy, adopt, and operate Axon technology. They serve as trusted technical partners, develop deep product expertise, and build strong customer relationships. As Axon's Mission Engineering capability evolves, the TAM role provides a foundation for future growth into broader customer ownership, operational leadership, and mission-focused roles across the organization. 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 Benefits listed herein may vary depending on the nature of your employment and the location where you work 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. We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at axongreenhousesupport@axon.com or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice. 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. 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 — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes. Phishing alert: Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at https://www.axon.com/careers. If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to recruitingops@axon.com.