Embedded Technical Account Manager (Onsite)

About this role

<div class="content-intro"><h4><strong>Join Axon and be a Force for Good.</strong></h4> <p>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.<br><br>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.</p></div><p><strong>Your Impact</strong> <br>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. <br><br>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. <br><br><strong>What You’ll Do</strong> <br>Location: Grande Prairie <br>(hybrid - onsite 3-4 days per week)<br>Travel Expectations: approx. 30% domestic Canada<br>Reports to: Service Delivery Manager, Canada</p> <ul> <li><span>Serve as the primary day-to-day technical contact for assigned customer agencies.</span></li> <li> <div class="ms-outlook-mobile-reference-message skipProofing">Develop deep expertise across Axon technologies, with primary focus on Axon Records and the Productivity Suite, including Standards, Notes, and Axon AI.</div> </li> <li><span>Maintain broad awareness across the Axon ecosystem to support customer needs while prioritizing Records and Productivity Suite initiatives.</span></li> <li><span>Collaborate with customer stakeholders to configure Axon solutions and align workflows to operational and business objectives.</span></li> <li><span>Act as a subject matter expert on agency workflows related to Records and Productivity Suite adoption.</span></li> <li><span>Administer, document, and support functional acceptance testing activities for Axon solutions.</span></li> <li><span>Deliver customer training sessions and facilitate knowledge transfer related to Axon Records and associated workflows.</span></li> <li><span>Monitor support tickets, provide Tier 2 technical troubleshooting, and coordinate escalation paths when necessary.</span></li> <li><span>Interpret and communicate Axon release notes, tailoring information to customer environments and operational impacts.</span></li> <li><span>Represent customer feedback internally through Voice of Customer initiatives, enhancement requests, and ongoing collaboration with Product teams.</span></li> <li><span>Partner closely with Customer Success Managers (CSMs), Professional Services, Support, Product Management, and Engineering teams to support successful customer outcomes.</span></li> <li><span>Support Quarterly Business Reviews (QBRs), operational reviews, and customer engagement activities.</span></li> <li><span>Ensure service level expectations and contractual obligations are met.</span></li> <li><span>Support reporting, integrations, and operational data workflows using tools such as Power BI, SQL Server, APIs, and JSON-based configurations.</span></li> <li><span>Support monthly invoicing activities and other administrative responsibilities as assigned.</span></li> </ul> <p><strong>What You Bring</strong></p> <ul> <li><span>Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field, or equivalent practical experience.</span></li> <li><span>4+ years of experience in technical account management, customer success, professional services, or a similar customer-facing technical role.</span></li> <li><span>Experience working with law enforcement, government agencies, or public safety organizations is highly desirable.</span></li> <li><span>Strong technical background with experience in:</span></li> <li><span>Experience deploying, configuring, testing, and troubleshooting enterprise software solutions.</span></li> <li><span>Strong analytical, troubleshooting, and root cause analysis skills using tools such as Splunk, JIRA, and Salesforce.</span></li> <li><span>Experience with reporting and analytics tools such as Microsoft Power BI and SQL reporting solutions.</span></li> <li><span>Proven ability to build and maintain relationships with diverse customer stakeholders.</span></li> <li><span>Strong communication skills with the ability to tailor technical discussions to both technical and non-technical…