Sr. Embedded Technical Account Manager England, United Kingdom England, United

Location:

London, England, United Kingdom

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.

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.

• 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:
  Software image creation and maintenance.
• Routing, switching methodologies, Wi‑Fi, telecommunications, and Internet technologies.
• 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.

• 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
• 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…