Customer Success Manager

Your Impact: The Customer Success Manager II will work Axon’s larger 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. 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 road-maps and projects. As someone that wears multiple hats, from 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. What You’ll Do Location: Remote from the Western or Eastern U.S. Reports to: Manager, Customer Success Travel : 30-40% Engage with your customers through regular calls, business reviews and daily needs Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform Create 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 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 needs What You Bring Bachelor’s degree or equivalent work experience 5+ years’ working in a customer-facing role and 2+ 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 situations 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 Employee Resource Groups (ERGs) 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. #J-18808-Ljbffr