Sr. Embedded Technical Account Manager

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.

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.

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.
• Lead 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 escalates 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…