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Manager, Professional Services

Scottsdale, Arizona, United States

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 Manager of a Professional Services team at Axon, you’ll drive high-impact implementations of cutting-edge hardware and SaaS solutions that help protect lives and deliver justice faster. You’ll build and scale a high-performing Professional Services team, influence cross-functional strategy, and be a key player in Axon’s mission to obsolete the bullet. If you're looking to grow your leadership career while making a real-world difference, this is where your next big move starts.

What You’ll Do

Location: Must be based from a US-based Axon hub site (Atlanta, Boston, Denver, San Francisco, Scottsdale, or Seattle metro areas)
Reports to: Senior Director, Hardware Deployments
Direct Reports: 5-10 individual contributors

  • Lead, manage, and develop a high-performing Professional Services team consisting of professional service managers
  • Define, implement, and continuously improve the Professional Services delivery model to ensure scalability, efficiency, and customer satisfaction.
  • Oversee the successful delivery of hardware and SaaS projects, from initial scoping and planning to execution and go-live, ensuring projects are delivered on time, and to a high standard of quality.
  • Act as an escalation point for high-priority or complex issues, ensuring timely resolution and maintaining customer satisfaction.
  • Collaborate with Sales, Customer Success, and Support teams to ensure a smooth customer journey from sales to implementation and post-go-live support.
  • Develop consistent methods for project management. This covers onboarding new customers, setting up their solutions, and training them. Ensure all projects follow the same process.
  • Establish and track key performance indicators (KPIs) for the Professional Services team, including utilization rates, capacity, and CSAT.
  • Work closely with the Product, Engineering, and Sales teams to ensure alignment of Professional Services with product development roadmaps and customer requirements.
  • Collaborate with the Customer Success and Support teams to offer impressive service to customers during all phases, even after the product is set up for them.
  • Provide feedback to product management and engineering teams on customer requirements, pain points, and suggestions for product improvements.


What You Bring

  • Bachelor’s degree in Business, Computer Science, Engineering, or a related field; or in lieu of degree, equivalent experience
  • 7+ years of experience in Professional Services
  • Proven track record of delivering complex technical solutions to Law Enforcement customers, ideally in both hardware and SaaS environments.
  • Strong leadership skills with the ability to inspire, encourage, and develop a diverse team of professionals.
  • Exceptional communication, negotiation, and interpersonal skills, with the ability to build solid relationships with both internal teams and external customers.
  • Robust problem-solving skills and the ability to manage multiple projects and priorities in a fast-paced environment.
  • Experience working with cross-functional teams including Sales, Product, Engineering, and Customer Success.
  • Technical understanding of hardware solutions, cloud-based SaaS platforms, and integration technologies.

 

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
  • And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work

#LI-Hybrid

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.

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.

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