Axon

Compensation

Full Description

Your Impact: The Major Accounts Customer Success Executive will work with Axon's largest US-based customers to build long-term, strategic partnerships. You will work closely with your clients to understand their workflows, organizational structures and overall requirements. As their main point of contact, your customers will lean on you to provide best practices and to help them achieve their operational goals through the use of Axon's products. Your job: Drive Customer Outcomes, Create Advocates, Earn Growth. You will also work closely with multiple cross-functional teams by providing invaluable insight into customers' needs and challenges, helping influence and guide internal product roadmaps and projects. As someone that wears multiple hats, from strategic advisor to project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows. Location: Remote Travel: 30-40% Reports to: Director of Customer Success, Major Accounts What You'll Do • Act as a consultant and advocate for your customers, engaging in regular calls and in-person meetings to drive the strategy and execution around achieving each customer's unique goals • Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform • Create strategic account and customer success plans for your customers and document customer progress toward established goals and results • Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned • Solve customer challenges spanning, product, shipping, finance and other • Communicating major milestones and updates to Sr. Leadership on a regular basis • Work closely with Axon's marketing and training teams to conduct regular training webinars and calls • Develop a deep understanding of Axon's product line and ensure proper implementation in every customer's environment • Learn and share industry best practices in order to solve customer need • Drive product adoption, increase customer engagement and grow Axon's footprint within your agencies Type of role and level • Our most senior level of Customer Success Managers at the account level • Remote (Lives in Territory) - 30-40% estimated Travel in Territory plus annual meetings (Accelerate, SKO, CSM Summer Camp). • Will manage 20-30 accounts and should expect to visit the majority of these accounts in-person at least once per year (expect this will be front-loaded for account hand-offs and relationship building) What You Bring • Bachelor's degree is required • 10+ years' working in a customer-facing role and 5+ years working with Enterprise-level customers • Strong project management skills with a proven system for tracking multiple customer requests, issues and strategic plans • A proven track record of leading process improvements within large organizations • Previous experience tracking product adoption and customer engagement through data-analysis tools • Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations • Exceptional organizational, presentation, and communication skills, both verbal and written • Demonstrated ability to deal with change and excel in high-stress situation Benefits that Benefit You • 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 • And yes, we have snacks in our offices Benefits listed herein may vary depending on the nature of your employment and the location where you work. The Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 108,750 in the lowest geographic market and USD 174,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.com/careers/benefits.