Sr. Embedded Technical Account Manager at Axon

Join Axon and be a Force for Good. At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other. Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter. Your Impact As a Sr. Technical Account Manager at Axon, you serve as the senior technical owner and strategic partner for one of our key customers. This role combines deep technical expertise with program leadership for complex, multi-phase initiatives such as large-scale hardware upgrades, and major platform changes. You act as the single accountable owner for these programs, coordinating across Axon engineering, product, services, and customer teams to ensure successful planning, execution, and delivery. You translate customer needs into clear technical and operational requirements, manage timelines and dependencies, surface risks early, and communicate confidently at both operational and executive levels. In addition to program ownership, you serve as the customer’s trusted technical advisor—advocating internally on their behalf, influencing product direction, and helping customers optimise how Axon technology supports their day-to-day operations. Wearing multiple hats, from consultant to technical expert to program manager, you ensure Axon’s solutions scale with customer needs while delivering a high bar of service, reliability, and partnership. Your work directly supports Axon’s mission to protect life and enable transparency through innovative technology. What You’ll Do Location: London, United Kingdom (hybrid - onsite 3-days per week) Travel Expectations: approx. 60% UK Reports to: Service Delivery Manager, United Kingdom • Act as Programme Manager for complex, multi-phase customer initiatives (e.g., TAP Refresh, large-scale hardware upgrades), owning end-to-end planning, coordination, execution, and risk management across Axon teams and customer stakeholders. • Provide senior technical program leadership, including timeline, governance, dependency management, and executive-level communication • Leading Voice of Customer (VOC) sessions. Communicate customer feedback across Axon teams and collaborate to drive product improvements. • Achieve expertise in Axon technologies. • Participate in operational and technical meetings, ensuring effective communication and collaboration. • Build and maintain an internal Axon network to support both the customer-facing Axon team and the customer Project Team. • Monitor support tickets, provide technical troubleshooting (tier 2 level support) and escalate when necessary. • Ensure Service Level Requirements (SLRs) and contractual obligations are met. • Interpret and communicate Axon release notes, tailoring information relevant to the customer to enhance understanding and drive product adoption. • Support monthly invoicing by ensuring reliable billing counts and maintaining Salesforce records. • Facilitate training and knowledge transfer for customer integrations (APIs, workflows, auto-tagging, etc.). • Assist in customer security assessments and vendor refresh assessments for major architectural changes. • Maintain knowledge of the customer’s technical landscape, including infrastructure, policies, and procurement processes. • Maintain and administer deployment records, including shipment tracking and RMA’s. • Develop and enhance technical documentation and knowledge base articles to improve customer support, self-service capabilities, and overall product comprehension. What You Bring • United Kingdom Citizenship and past 3 years UK residency required (required for working with sensitive government data; must pass security clearance). • 5+ years of IT experience in a support or deployment role. • Experience working with law enforcement and/or government entities. • Proven track record of managing customer relationships and technical projects successfully. • Ability to work autonomously to meet objectives with minimal oversight. • Robust IT background, with expertise in: • Software image creation and maintenance. • Routing, switching methodologies, Wi-Fi, telecommunications, and Internet technologies. • Microsoft Server & Client operating systems, Microsoft SQL Server, Active Directory, Azure (Entra ID). • JSON (JavaScript Object Notation) Knowledge • Network Administration (TCP/IP, DHCP, DNS, SSH, Firewalls). • API integrations and SAAS applications. • Solid ability to tailor technical discussions to varied audiences. • Analytical, strategic, and creative problem-solving skills. • Exemplary written and verbal communication skills. • Highly detail-oriented with proficient organisational and time management skills. Benefits That Benefit You • Competitive base salary and RSUs • Comprehensive pension plan with matching contribution • Private health insurance & cash plans • 30 days paid holiday + UK public holidays • Enhanced maternity/paternity leave • GymPass subscription • Life assurance & income protection • Career growth support and wellness resources Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve. Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Important Notes 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 also require legal eligibility to work in a firearms environment. We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at [Upgrade to PRO to see contact] or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice. Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment. We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [Upgrade to PRO to see contact]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes. Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve. Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Important Notes 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 also require legal eligibility to work in a firearms environment. We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at [Upgrade to PRO to see contact] or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice. Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment. We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [Upgrade to PRO to see contact]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.