Embedded Customer Success Engineer, Public Sector

The Technical Account Manager will own the day-to-day relationship with Axon’s key customer(s) to build a long-term, strategic partnership. As the main point of contact for your customers, you will be looked upon to provide best practices and technical expertise to help your stakeholders achieve their operational goals using Axon’s products. You will also work closely with multiple cross-functional teams by providing invaluable insight into your customer’s needs and challenges, helping influence and guide internal product roadmaps and projects. As someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customer more efficient and more confident within their daily workflows.

What You’ll Do

Location : Paris, France (with ability to travel within France and French overseas territories as needed)

Hybrid role (remote + work at customer sites), travel up to 50%

Reports to : Director, EMEA Professional Services

• Achieve mastery of all Axon technologies/products, specifically Axon Evidence Local, body cameras, and kiosks
• Use exceptional written and oral communication skills to effectively lead business and technical presentations, demonstrations, and conversations with VP-level audiences within your account
• Use leadership skills to independently prioritize and execute project tasks in a methodical and disciplined manner
• Manage customer expectations, keeping customers satisfied and expectations realistic
• Provide up to tier-2 technical support
• Develop knowledge base articles on frequent and critical issues
• Report bugs and trends to the necessary Axon engineering teams
• Provide technical escalation support to other business areas
• Create and maintain internal product test environments
• Maintain and administer internal deployment records
• Assist 3rd party integrator in delivering software maintenance (bi-annual software upgrades across customer locations in France and French overseas territories)
• Own the relationship with the 3rd party integrator and the client throughout the length of the contract
• Remain organized and focused on removing obstacles through creativity and adaptation to rapidly changing circumstances
• Develop relationships with key partners across Axon to solve problems and successfully deploy the Axon products
• Where possible, improve or develop technical documentation to ease understanding and usage of our products and services
• Communicate customer feedback across multiple teams and divisions within Axon to drive product development and improvement
• Maintain customer confidence, especially in high-pressure situations
• Travel to customer sites throughout France and French overseas territories as needed

What You Bring

• French citizenship is required in order to work with sensitive Government data, willing to undergo a security check
• A strong IT background with 5+ years of experience working in an IT support or deployment position
• Substantial experience working with Major City or Enterprise-level customers
• Proven track record of successfully managing customer relationships and technical projects
• Comfortable working alone to complete objectives and satisfy customer requirements with little management oversight
• Local to France, with the ability to travel within France or French overseas territories as needed
• Understanding of ITIL and Change Management processes with a high level of comfort planning, documenting, and executing changes following process and rolling back as required
• Experience with software image creation and maintenance
• Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
• 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
• Knowledge and demonstrated operating experience in one or more of the following areas of specialization: Digital Video, Mobile communications, IP security, Embedded Systems, IAM, SAAS
• Knowledge and practical application implementing and managing relational database solutions using AWS RDS, Microsoft/Azure SQL, PostgreSQL, Oracle, MySQL, MongoDB, Db2, etc.
• Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
• Unmatched analytical, strategic and creative problem-solving skills
• Excellent interpersonal skills with strong written and verbal communication
• Detail oriented with excellent organizational and time management skills
• Demonstrated ability to deal with change and excel in high-stress situations