Technical Account Manager, Lafayette PD (Onsite)

Axon - Lafayette, IN

Full-time - Mid Level

Lafayette, IN

Ambulatory Health Care Services

About the position

The position serves as the primary technical support point for the Lafayette Police Department, focusing on Axon products and services. The role involves being a subject matter expert, managing change, and providing crisis management support. The individual will play a critical role in the ongoing use of Axon's Records Management Systems (RMS) and Standards System, ensuring effective software adoption and addressing urgent technical needs.

Responsibilities

• Provide excellent technical support for Axon's RMS and Standards products to the Lafayette Police Department.
• Collaborate with external customers and internal employees to resolve issues smoothly.
• Maintain high availability to assist customers outside of normal business hours.
• Document processes and issues, providing feedback for internal improvements.
• Manage projects and assignments involving customers, acting as a liaison between Axon and the customer.
• Assist the agency in change management processes for software adoption.
• Fulfill agency configuration requests using Form Builder/JSON, SQL Server, and Microsoft Power BI.
• Support software integrations and manage Datastore/Datawarehouse.
• Troubleshoot agency issues and work with engineering and product teams for resolution.
• Spend up to 4 days on-site per week with customers to resolve issues and answer questions.

Requirements

• Bachelor's degree in business administration or related field OR 4+ years of relevant experience.
• Experience building custom Microsoft Power BI dashboards and visualizations.
• Experience writing and optimizing queries, and creating reports in SQL Server.
• Proven track record of managing customer relationships and technical projects in a customer-facing role.
• Understanding of API integration protocols and data exchange formats.
• Experience in providing support for software integrations and DataStore/Datawarehouse management.
• Ability to perform reverse engineering, searching logs, and root cause analysis.
• Advanced experience with Microsoft Windows OS, Microsoft Networking, and Active Directory.
• Understanding of SAAS, Cloud providers/solutions, Virtualization, and Storage.
• Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies.
• Knowledge of computer hardware, operating systems, and storage devices.
• Ability to effectively communicate with customers, colleagues, and across departments.

Nice-to-haves

• Experience using Splunk, JIRA, and/or Salesforce.
• Experience working with law enforcement software systems such as Computer Aided Dispatch (CAD) and Records Management Systems (RMS).

Benefits

• Competitive salary and 401k with employer match.
• Discretionary paid time off.
• Paid parental leave for all.
• Medical, Dental, Vision plans.
• Fitness Programs.
• Emotional & Mental Wellness support.
• Learning & Development programs.