Reporting to: Professional Services, Team Lead
Direct Reports: None
Location: Remotely from the Netherlands
Travel expectations: 60%+ including international travel and frequent travel to the UK
Your Impact
Axon is seeking talented a Professional Services Manager to join a brand-new team in supporting our growing customer base with Axon product deployments in the UK, Europe and META regions. Sitting between a sales, and Business as Usual (BAU) a Professional Services Manager has broad technical knowledge, product implementation experience and a customer-centric attitude, as well as the ability to work collaboratively and with agility in a fast moving and often ambiguous environment. You will become an expert in Axon's SaaS and devices products, consultation and deployment programs, and work with Professional Services colleagues, sales, training, customer support, customer success and product teams to ensure a positive and successful product implementation experience for our customers; resulting in strong partnerships. Your efforts will directly impact revenue-earning business activities, and you will frequently manage multiple high-priority, deadline-driven projects at once. Additionally, as a subject-matter expert in your region, you will be collaborating with your teammates on designing and improving Professional Services processes related to consultation and implementation in UK, Europe and META regions, as well as assisting on a variety of other deployment related projects and tasks.
Your primary objective will be to delight the customer by working with them to implement Axon's network of solutions and products, in line with customer's expectations and delivering both quality and value, as soon as possible in their lifecycle, by being Sharp, Adaptable and Unstoppable.
Your Day to Day
Engage with clients pre-sale to implement Trial and Evaluation programs with Axon products; collaborate internally on RFP/RFI responses.
Liaise with clients post-sale and coordinate across internal functions and external vendor(s) to develop project documentation including project and deployment plans, SOW for deployments
Travel to customer sites; liaise with clients post-sale to consult and coordinate on deployment tasks that need to be completed.
Install, configure, troubleshoot and test Axon hardware products and software solutions (both cloud and on-prem) at customer sites or remotely; execute assessments to meet customer needs.
Ensure successful knowledge transfer to customers by providing technical training, consultation and demonstrations on Axon solutions; customise and localise materials.
Act as the main point of contact for customers during deployment and in hyper-care, to ensure a positive and successful engagement with Axon and our products.
Validate product updates and new releases to ensure a successful customer product experience; monitor release notes.
Ensure that all implementations comply with local laws and regulations, particularly those related to data protection and privacy (such as GDPR in Europe). Advocate for and implement industry best practices during implementation.
Advocate customer needs by submitting software bugs and feature requests to product teams for assessment and resolution or development.
Ability to self-manage and work autonomously, yet promptly escalate issues to team manager when appropriate.
Communicate and interact professionally with sales, product, engineers, customer support, customer success and commercial operations team members.
Closely collaborate and share product and process knowledge with your peers and Axon channel partners in your region.
Collaborate cross-functionally to ensure everyone is up-to-date on customer requirements, changes, timelines, and project status.
Develop a smooth product deployment experience for our customers
What You Bring
Bachelor degree or higher in IT/Business or relevant professional experience (3+ years in IT Consultancy, Professional Services, Field Services or Sales Engineering)
Advanced understanding of IT/Networking concepts including Microsoft Server & Client operating systems, Microsoft SQL Server, Microsoft Active Directory, Microsoft Azure (specifically Entra ID), APIs, Network Administration (TCP/IP, DHCP, DNS, SSH, Firewalls) and/or similar certifications
Experience in a SaaS and hardware/software company; knowledge and demonstrated experience in one or more of the following areas of specialisation: Mobile Device Management, Mobile Application Management, Mobile Applications & Communications, Digital Video, Body Worn Cameras, Conductive Energy Weapons, In-vehicle Video, Vehicle Electronics, Drones, Interview Room Software, Digital Evidence Management Systems, Forensic Analysis Tools.
Strong ability to troubleshoot and solve technical problems with an understanding of troubleshooting methodologies
Familiarity with remote & on-site hardware and software installation and configuration
Experience consulting to meet the needs of the customer
Practice providing demonstrations and training on software and hardware products in front of large groups, on-site or remote.
Experience simultaneously managing a varied portfolio of implementation projects
Proven ability to directly engage/manage both internal and external customer relationships
Adaptable to continual product or process changes
Ability to multitask with a variety of job duties
Ability to effectively communicate and work cross-functionally to resolve issues
Strong work ethic and positive/proactive attitude
Proficiency in Microsoft Office Suite, Salesforce, Microsoft SharePoint, Microsoft Dynamics 365, Zoom, Teams and JIRA
Cisco Network, Microsoft Azure, Cradlepoint CPCNA/CPCNP or related certifications preferable
Availability or willingness to obtain Drone Pilot Certifications and/or Vehicle Electronics Certifications
Experience working and supporting law enforcement or public sector clients
