Responsibilities
- Support our growing customer base with Axon product deployments predominantly in DACH and occasionally in wider EMEA region.
- Work with Professional Services colleagues, sales, training, customer support, customer success and product teams to ensure a positive and successful product implementation experience for our customers; resulting in strong partnerships.
- Manage multiple high-priority, deadline-driven projects at once.
- Collaborate with your teammates on designing and improving Professional Services processes related to consultation and implementation in EMEA region, as well as assisting on a variety of other deployment related projects and tasks.
- 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.
- 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.
- 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.
Requirements
- Broad technical knowledge
- Product implementation experience
- Customer-centric attitude
- Ability to work collaboratively and with agility in a fast moving and often ambiguous environment
- Expertise in Axon's SaaS and devices products, consultation and deployment programs
- Ability to self-manage and work autonomously, yet promptly escalate issues to team manager when appropriate
Additional Information
- 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 that all implementations comply with local laws and regulations, particularly those related to data protection and privacy (such as GDPR in Europe)
