Customer Success Manager, EMEA

Job content

Our mission is to protect life.

We’re out to make the world a safer place by solving big problems and taking on the public safety challenges of our time. From our company’s inception building the TASER device to a full suite of hardware and software solutions, we are focused on providing police agencies with state-of-the-art devices and services they need to successfully serve and protect us. In the next few years, we’re going to eliminate the burden of paperwork in policing, so officers can increase the time they spend building relationships and serving in their communities. We’ll put video at the heart of police records so our justice system can get to the truth faster. And we won’t stop innovating until the bullet is rendered obsolete.

It’s a big mission, but it’s one we’ll pursue relentlessly every single day.
Territory : United Kingdom
Travel Percentage : ~50% travel

Your Impact:
Are you a self-starter who loves problem solving and helping customers find solutions? If so, being our Customer Success Manager is perfect for you! Successful Customer Success Managers are technology-savvy individuals that partner with our customers and demonstrate how our products improve their daily workflows. Given how critical your role is, you will also be ready to be called on by police services for help at any moment. You are the "boots on the ground," and primary point of contact helping find solutions for our customers.

The ideal candidate will ensure customer success by:
Focusing on customer retention and managing customer relationships

Cultivating existing projects and qualifying new opportunities

Assist in training and customer support for implementations and trials

Your Day to Day:
Your goal is to provide excellent customer service and technical support daily to our largest customers making sure their expectations are exceeded

Develop and maintain client relationships to help drive revenue growth

Tracks customer activity in internal systems in order to execute on account strategy and identify additional opportunities

You collaborate daily with both external customers and internal employees for smooth resolution to issues

You have high availability and will assist customers if any issues occur outside of normal business hours

You document any processes or issues, and providing feedback or suggestions to the internal team for improvements

Manage any requested projects or assignments involving your customers, acting as liaison between Axon and the agency

All other duties as assigned

Basic Qualifications:
3+ years in a customer facing technical support (troubleshooting) role

Must be willing and able to travel as required

Strong and proven track record of successfully managing customer relationships and technical projects

Proficiency in Software as a Service value propositions

Familiar with Microsoft Windows OS, Microsoft Networking and Active Directory

Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage

Strong troubleshooting experience, searching logs problem definition and root cause analysis

Familiarity with routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies

Basic knowledge of computer hardware, operating systems, and storage devices

Solutions Sales Experience an asset

Team player focused on long term results

Preferred Qualifications:
JIRA, and Microsoft Dynamics knowledge

Knowledge of CCTV, VMS, and IP cameras

Experience working closely with a sales and support team

Experience working and supporting law enforcement

Unmatched analytical, strategic and creative problem-solving skills

Excellent interpersonal skills with strong written and verbal communication

Ability to effectively communicate with various people including customers, colleagues, and across departments

Detail oriented with excellent organizational and time management skills

Experience working with Major City or Enterprise-level customers an asset

Self-starter that enjoys working remotely

Responsible for own scheduling and territory management expertise

Driven to exceed results in fast-growing market

Experience with longer sales cycles to Government and following rigid procurement processes

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.