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Manager, Technical Account

Madrid, Spain

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 within the Technical Account Management team, you will oversee a team of Technical Account Managers, driving the delivery of exceptional technical support and ensuring the successful adoption of Axon's products and services within law enforcement agencies. Your leadership will play a crucial role in enhancing public safety and enabling law enforcement agencies to leverage technology effectively for mission-critical operations. In addition, your role entails providing support to law enforcement agencies. You are the subject matter expert on all Axon products and services, you are finding solutions to large problems and advising agencies on best practices. You serve as a change manager who identifies agency pain points and helps with solution adoption, crisis manager who responds to urgent technical support needs, and agency advocate within Axon.

What You’ll Do

Position Type: Management
Location: Madrid, Spain
Travel: 40% travel
Reports To: Senior Director, International Professional Services 
Direct Reports: 9-10

  • Provide strategic leadership and direction to the Technical Account Managers within the team, guiding their efforts in delivering top-notch technical support and fostering strong customer relationships.
  • Collaborate with cross-functional teams to develop and implement strategies for efficient technical support delivery, customer satisfaction, and solution adoption.
  • Monitor the performance of your direct reports and collaborate with your Manager regarding metrics, analyzing results, and implementing improvements to enhance service quality and efficiency.
  • Handle escalations for challenging customer issues and crisis situations, ensuring timely resolution and maintaining customer satisfaction.
  • Cultivate a collaborative team environment, promoting knowledge sharing, skill development, and professional growth.
  • Lead by example in delivering exceptional customer service and technical support, setting a high standard for the team.
  • Act as a TAM as needed for agency coverage.
  • Provide escalation support and on-call support as needed.
  • Key partner and contributor to project delivery across EMEA.
  • You collaborate daily with both agencies and internal employees for smooth resolution to issues
  • Serve as a subject matter expert on Axon's products and services, assisting team members in resolving complex issues and customer interactions.

What You Bring

  • English Language plus two additional languages 
  • Bachelor’s degree in related field OR 7+ yrs of relative experience.
  • 5+ years of experience in managing diverse and cross-functional teams
  • Proven leadership skills with the ability to inspire and guide a team toward achieving goals.
  • Capacity to adapt to evolving environments and manage multiple priorities effectively.
  • Demonstrated intellectual curiosity, humility, accountability, and a positive approach to leadership.
  • Strong and proven track record of successfully managing customer relationships and technical projects in a customer facing/technical support role
  • Strong ability to do reverse engineering, searching logs and root cause analysis
  • Advanced experience with Microsoft Windows OS, Microsoft Networking and Active Directory
  • Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage
  • Strong knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
  • Strong knowledge of computer hardware, operating systems, and storage devices.
  • Strong ability to effectively communicate with various people including customers, colleagues, and across departments
  • Experience using JIRA, and Salesforce is preferred
  • Experience building custom performance dashboards, visualizations, and interfaces to deliver meaningful and actionable insights is preferred
  • Experience building views, writing & optimizing queries, and creating reports in SQL Server is preferred

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.

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