Original listing text, shown exactly as published by the company.
Your Impact
This isn't a relationship management role—it's an ownership role.
In this embedded, agency-facing role, you will serve as the primary owner of customer outcomes within a strategic account, supporting the end-to-end lifecycle of Axon's ecosystem. You will combine deep technical expertise, operational leadership, and customer engagement to help agencies transform how they operate, adopt new technologies, and achieve measurable mission outcomes.
Acting as a trusted advisor and onsite partner, you will bring together deployment, technical execution, workflow optimization, AI-enabled capabilities, adoption, and executive engagement into a cohesive customer experience. You will help agencies realize value from their investment while creating feedback loops that influence product strategy, operational best practices, and future platform capabilities.
The result: measurable customer outcomes, stronger partnerships, accelerated adoption, and continuous learning that improves both customer success and Axon's products.
What You’ll Do
Lifecycle Ownership
- Lead end-to-end lifecycle execution across deployment, adoption, optimization, operational transformation, and ongoing success for strategic accounts
- Serve as the primary point of accountability for customer outcomes and operational success
Operational Transformation
- Assess customer workflows, identify operational bottlenecks, and recommend process improvements that drive measurable outcomes
- Help customers redesign how work gets done through technology, automation, and AI-enabled capabilities
Technical Leadership
- Support multi-product program delivery across hardware, software, digital evidence, AI solutions, and integrated workflows
- Provide onsite technical troubleshooting and coordinate root-cause resolution across Product, Engineering, Support, and Services teams
- Ensure successful integration of Axon solutions into customer environments and workflows
AI & Workflow Optimization
- Support adoption of AI-powered capabilities across the Axon ecosystem
- Identify opportunities to improve efficiency, decision-making, and operational outcomes through AI-enabled workflows
- Help customers understand and implement new ways of working enabled by emerging technologies
Executive & Customer Leadership
- Build trusted relationships with command staff, agency leadership, and operational stakeholders
- Lead QBRs, EBRs, mission reviews, and strategic planning discussions
- Help customers define success metrics and measure progress against mission objectives
Product & Market Intelligence
- Capture customer insights, workflow patterns, adoption barriers, and operational challenges
- Share field intelligence with Product and Engineering teams to influence future roadmap decisions
- Contribute to the development of reusable playbooks, best practices, and operational frameworks
Growth & Expansion
- Identify opportunities to deepen adoption and expand customer value
- Partner with Sales to support long-term account strategy and expansion readiness
Performance & Outcomes
- Track and support customer success metrics, including adoption, program health, CSAT, NPS, time-to-value, workflow improvements, and mission outcomes
- Support Sales → Post-Sales onboarding and handoff, helping establish goals, success criteria, and accountability from day one
Embedded Engagement
- Maintain a consistent onsite presence (approximately 4 days/week) to stay closely connected to agency operations and evolving needs
What You Bring
- Experience in customer-facing technical roles, program management, operational transformation, or complex deployment environments (typically 8+ years, though we encourage applicants with varied experience to apply)
- Comfort working across technical and operational domains, including hardware, software, networking, cloud services, AI-enabled technologies, or integrated systems
- Strong communication skills, with the ability to engage effectively with both technical teams and senior stakeholders
- Experience supporting cross-functional programs or initiatives involving multiple stakeholders and competing priorities
- Interest in helping organizations adopt new technologies, improve workflows, and achieve measurable outcomes
- Ability to understand both technical systems and the operational environments in which they are used
- A thoughtful, problem-solving mindset with the ability to navigate ambiguity, identify patterns, and prioritize effectively
- Ability to work independently while collaborating closely with Product, Engineering, Sales, Support, and Services teams
- Commitment to delivering exceptional customer experiences and building trusted partnerships
- Ability to obtain and maintain CJIS compliance and adhere to security standards
Location: This position is based out of the greater Cincinnati area, working at customer sites 4 days per week with some travel
