Professional Services Manager, DACH

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. Reporting to: Director, EMEA Professional Services Direct Reports: None Location: Germany Travel expectations: 60%+ including international travel Your Impact Axon is seeking talented a Professional Services Manager to join a brand-new team in supporting our growing customer base with Axon product deployments predominantly in DACH and occasionally in wider EMEA region. Sitting between a sales, and Business as Usual (BAU) a Professional Services Manager has broad technical knowledge, product implementation experience and a customer-centric attitude, as well as the ability to work collaboratively and with agility in a fast moving and often ambiguous environment. You will become an expert in Axon's SaaS and devices products, consultation and deployment programs, and work with Professional Services colleagues, sales, training, customer support, customer success and product teams to ensure a positive and successful product implementation experience for our customers; resulting in strong partnerships. Your efforts will directly impact revenue-earning business activities, and you will frequently manage multiple high-priority, deadline-driven projects at once. Additionally, as a subject-matter expert in your region, you will be collaborating with your teammates on designing and improving Professional Services processes related to consultation and implementation in EMEA region, as well as assisting on a variety of other deployment related projects and tasks. Your primary objective will be to delight the customer by working with them to implement Axon’s network of solutions and products, in line with customer’s expectations and delivering both quality and value, as soon as possible in their lifecycle, by being Sharp, Adaptable and Unstoppable. Your Day to Day Engage with clients pre-sale to implement Trial and Evaluation programs with Axon products; collaborate internally on RFP/RFI responses. Liaise with clients post-sale and coordinate across internal functions and external vendor(s) to develop project documentation including project and deployment plans, SOW for deployments Travel to customer sites; liaise with clients post-sale to consult and coordinate on deployment tasks that need to be completed. Install, configure, troubleshoot and test Axon hardware products and software solutions (both cloud and on-prem) at customer sites or remotely; execute assessments to meet customer needs. Ensure successful knowledge transfer to customers by providing technical training, consultation and demonstrations on Axon solutions; customise and localise materials. Act as the main point of contact for customers during deployment and in hyper-care, to ensure a positive and successful engagement with Axon and our products. Validate product updates and new releases to ensure a successful customer product experience; monitor release notes. Ensure that all implementations comply with local laws and regulations, particularly those related to data protection and privacy (such as GDPR in Europe). Advocate for and implement industry best practices during implementation. Advocate customer needs by submitting software bugs and feature requests to product teams for assessment and resolution or development. Ability to self-manage and work autonomously, yet promptly escalate issues to team manager when appropriate. Communicate and interact professionally with sales, product, engineers, customer support, customer