Strategic Customer Success Manager (Northeast - Remote)

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Posted 2 days ago United States Salary undisclosed
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Job Description

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.

Location: Remote in Maine, New Hampshire, Vermont, Massachusetts, Rhode Island, Connecticut, New York, Pennsylvania, New Jersey, Delaware, Maryland or Virginia.

Travel: 30-40%

Your Impact:

The Strategic Customer Success Manager will work with Axon's largest customers to build long-term, strategic partnerships. You will work closely with your clients to understand their workflows, organizational structures and overall requirements. As their main point of contact, your customers will lean on you to provide best practices and to help them achieve their operational goals through the use of Axon's products.

You will also work closely with multiple cross-functional teams by providing invaluable insight into customers' 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 customers more efficient and more confident within their daily workflows.

Your Day-to-Day:

* Act as a consultant and advocate for your customers, engaging in regular calls and in-person meetings to drive the strategy and execution around achieving each customer's unique goals
* Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform
* Create success plans for your customers and document customer progress toward established goals and results
* Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned
* Communicating major milestones and updates to Sr. Leadership on a regular basis
* Work closely with Axon's marketing and training teams to conduct regular training webinars and calls
* Develop a deep understanding of Axon's product line and ensure proper implementation in every customer's environment
* Learn and share industry best practices in order to solve customer need

Basic Qualifications:

* Bachelor's degree
* 10+ years' working in a customer-facing role and 5+ years working with Enterprise-level customers
* Strong project management skills with a proven system for tracking multiple customer requests, issues and strategic plans
* A proven track record of leading process improvements within large organizations
* Previous experience tracking product adoption and customer engagement through data-analysis tools
* Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations
* Exceptional organizational, presentation, and communication skills, both verbal and written
* Demonstrated ability to deal with change and excel in high-stress situation

Compensation and Benefits:

* Competitive salary and 401K with employer match
* Discretionary paid time off
* Robust parental leave policy
* An award-winning office/working environment
* Ride along with police officers to see them use our technology and get inspired
* And more...


NOTE: 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 require legal eligibility to work in a firearms environment.

Pursuant to Axon policy, you are required to be vaccinated as a condition of employment, unless you have an approved accommodation for religious or medical reasons.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, creed, color, sex (including gender identity, gender expression, sexual orientation, pregnancy, childbirth, or medical conditions related to pregnancy or childbirth), breastfeeding (or medical conditions relating to breast feeding), age, marital status, national origin or ancestry, genetic information, disability (including medical condition), veteran status, citizenship status, or any other characteristic protected by applicable local, state, or federal law.

Reasonable accommodations may be made to enable qualified individuals with disabilities and/or religious reasons to perform the essential functions of this position. Additionally, if you need a reasonable accommodation because of a disability or religious reason for any part of the employment process, please send an email to . Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.