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NEXTMOVEFDE careers · United States
Dedrone

Sr Technical Program Manager II

AI summary of the role

Axon seeks a Senior Technical Sustainment Manager to drive customer satisfaction and feature adoption for its Records Management System (RMS) post-deployment.

What you’ll do

  • Serve as an operational RMS expert embedded within the Productivity PSO team to support pre-sales and post-deployment needs.
  • Act as a liaison between Sales, services, and Product to validate Statements of Work (SOW) and unique customer requirements.
  • Serve as a critical escalation resource for post-deployment issues for agencies without a Technical Account Manager (TAM).
  • Measure and report out on customer satisfaction/sentiment on a quarterly basis for all supported agencies.

What you’ll bring

  • 5+ years of experience in program or project management, enablement, or related roles in a technical or SaaS environment.
  • Proven experience developing and delivering training programs and customer education initiatives.
  • Strong cross-functional collaboration skills, with demonstrated ability to influence and align teams.
  • Excellent communication and presentation skills, including experience hosting webinars or training sessions.

Technologies

RMS · SaaS · Records Management System · PSO · TAM · SOW · PMP · Agile · ATD

Source and classification

Customer adoption & accounts · Evidence for this classification:

Join Axon and be a Force for Good. 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. Your Impact Axon is seeking a results-driven and experienced Senior Technical Sustainment Manager to drive customer satisfaction, product enablement, and feature adoption throughout the Records Management System (RMS) deployment lifecycle. This role plays a pivotal part in ensuring accurate scoping so we sign customers with
More from the job description

Join Axon and be a Force for Good. 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. Your Impact Axon is seeking a results-driven and experienced Senior Technical Sustainment Manager to drive customer satisfaction, product enablement, and feature adoption throughout the Records Management System (RMS) deployment lifecycle. This role plays a pivotal part in ensuring accurate scoping so we sign customers with confidence, and they continue to thrive on Records after they graduate from their dedicated Technical Account Managers. You will drive feature enablement, promote customer adoption, and lead sustainment initiatives that extend well beyond go-live through structured training, quality assurance, and advanced escalation support. The ideal candidate brings a proven track record of cross-functional leadership, with hands-on experience in program management, technical enablement of SaaS products, training st [... source excerpt omitted ...] ess across complex enterprise solutions. Success in this role requires a long-term mindset—focusing on full product utilization, value realization, and continuous learning for our customers. What You’ll Do Location: US-based Axon hub sites (Atlanta, Boston, Denver, Scottsdale, Austin, Chicago, Charlotte, or Seattle metro areas) Travel: 30-40% Reports to: Senior Director As a Senior Technical Sustainment Manager focused on customer enablement, you will own a portfolio of law enforcement agencies who have completed their initial RMS implementation, and have achieved sustained adoption with their initial build. Your mission is to ensure these agencies continue to realize value fr [... source excerpt omitted ...] in the Productivity PSO team to support pre-sales and post-deployment needs. Act as a liaison between Sales, services, and Product to validate Statements of Work (SOW) and unique customer requirements, ensuring alignment with the current and future state of the RMS product roadmap. Serve as a critical escalation resource for post-deployment issues outside normal customer support for agencies without a Technical Account Manager (TAM). Increase team bandwidth and throughput by serving as a sustainment resource to address escalated customer challenges. Project-manage new customer requests for services such as a 3rd-party integration for deployed customers without TAMs. Measure

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