Professional Services Manager, DACH

Responsibilities

• Your primary objective will be to delight the customer by working with them to implement Axon's network of solutions and products, in line with customer's expectations and delivering both quality and value, as soon as possible in their lifecycle, by being Sharp, Adaptable and Unstoppable.
• Your Day to Day
• Engage with clients pre-sale to implement Trial and Evaluation programs with Axon products; collaborate internally on RFP/RFI responses.
• Liaise with clients post-sale and coordinate across internal functions and external vendor(s) to develop project documentation including project and deployment plans, SOW for deployments
• Travel to customer sites; liaise with clients post-sale to consult and coordinate on deployment tasks that need to be completed.
• Install, configure, troubleshoot and test Axon hardware products and software solutions (both cloud and on-prem) at customer sites or remotely; execute assessments to meet customer needs.
• Ensure successful knowledge transfer to customers by providing technical training, consultation and demonstrations on Axon solutions; customise and localise materials.
• Act as the main point of contact for customers during deployment and in hyper-care, to ensure a positive and successful engagement with Axon and our products.
• Validate product updates and new releases to ensure a successful customer product experience; monitor release notes.
• Ensure that all implementations comply with local laws and regulations, particularly those related to data protection and privacy (such as GDPR in Europe). Advocate for and implement industry best practices during implementation.
• Advocate customer needs by submitting software bugs and feature requests to product teams for assessment and resolution or development.
• Ability to self-manage and work autonomously, yet promptly escalate issues to team manager when appropriate.
• Communicate and interact professionally with sales, product, engineers, customer support, customer success and commercial operations team members.
• Closely collaborate and share product and process knowledge with your peers and Axon channel partners in your region.
• Collaborate cross-functionally to ensure everyone is up-to-date on customer requirements, changes, timelines, and project status.
• Develop a smooth product deployment experience for our customers
• What You Bring
• Bachelor degree or higher in IT/Business or relevant professional experience (3+ years in IT Consultancy, Professional Services, Field Services or Sales Engineering)
• German speaker, other European languages is a plus. English proficiency is essential.
• 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
• Experience in a SaaS and hardware/software company; know

Benefits

Additional Information

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. Reporting to: Director, EMEA Professional Services Direct Reports: None Location: Germany Travel expectations: 60%+ including international travel

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