Regional Service Delivery Lead, Latam

Your Impact
Are you ready to make your mark on the world and save lives? Does the thought of bridging the gap between citizens and public safety professionals excite you? Do you enjoy working with a team to develop new business in a market that is exploding? In a world where Public Safety is becoming an ever increasing challenge, we are building the future by bringing new technologies to the Public Safety arena. We are a company of passionate people with the noble mission: to protect life, protect truth, and make communities safer.

As the Regional Service Delivery Lead for Latin America, you will be tasked with driving customer success and adoption of TASER and Axon products and solutions, with the objective of grant a successful adoption and use of our technology for the Public Safety and adjacent sectors in the region. To accomplish this objective, you will be responsible for working with the Country Manager, the Sales and Engineer team, with the in-country partners and distributors to support our customers. Axon is seeking professionals that can work at the tactical level and drive a successful adoption through persistence and execution.

We are looking for a talented candidate, to develop and serve our customers, making them more effective and successful. Latin America is a region, within the large Axon Enterprise, where we are experiencing sustained growth and expansion.

If you are a high performer, this could be your career breakout.

Your Day to Day

• Follow-up on all requests submitted from customers.
• Work with the sales team to support existing customers
• Work with local partners and distributors to support them in driving successful adoption.
• Perform Upgrades of Equipment and Software
• Daily Operations/Troubleshooting
• Customer Site Assessment/Survey
• Address all product-related queries on time
• Train customers to use products effectively
• Communication with Customer Executives
• Customer Data Collection and Analysis at country/sector level
• Develop the knowledge base of our distributors and bolster public perception of our products
• Manage tickets and RMA and work with internal teams from the identify of an issue and through the entire life cycle of the adoption.
• Travel may be required, up to 70%.
• Coordinate and schedule regular calls with existing customers.
• Focus on customer loyalty
• Proactively look out for customers’ business, suggesting new and innovative ways to keep them succeeding with Axon products
• Facilitate integration with existing customer platforms.
• Installation and commissioning

What You’ll Bring

• Brazilian citizenship is required in order to work with sensitive Government data.
• Strong Network knowledge, including firewalls, switches, routers, proxies, TCP/IP, and information security
• Self-starter who thrives with problem-solving and embraces ambiguity
• Ability to work well independently, time manage, as well as with cross-functional teams
• Experience with Restful APIs
• Tactically focused on managing customer success adoption
• Mission driven mentality, highly motivated, with a drive to execute on tasks
• Ability to operate autonomously and take responsibility
• Strong understanding of customer success in territory
• Strong understanding of service management topic
• Fluent in English and Spanish with native local language proficiency
• Strong public speaking skills
• The ability to legally live in territory, and travel to other countries as required. This may require you to personally obtain work and travel visas
• The ability to work with all levels in an organization effectively and build strong partnerships
• Strong computer skills - proficiency in MS Office, CRM, and collaboration tools (i.e. Salesforce, Trello, etc.). Ability to quickly learn other programs (e.g. Quip, Slack etc.)