Regional Support Manager, New Zealand

Your Impact
As Regional Support Manager (RSM) for New Zealand, you will be tasked with driving customer success through a strong focus on implementation and deployment, problem solving and support, and driving utilisation and adoption of Axon products and services.

To accomplish this, you will collaborate closely with Sales, Engineering, and Customer Support teams, to provide comprehensive support to our customer base. Successful RSMs are technologically adept individuals who work in partnership with our customers.

Your Day to Day

• Serve as the primary point of contact for a broad portfolio of customers.
• Coordinate and schedule regular calls with existing customers.
• Work closely with the sales, engineering, and post sales teams to support existing customers.
• Develop and maintain a deep understanding of Axon’s product line.
• Learn and share industry best practices.
• Manage any requested projects or assignments involving your customers, acting as liaison between Axon and the agency.
• Provide implementation and deployment support.
• Conduct training, product adoption, and configuration workshops.
• Work with customers to solve problems effectively in an ever-evolving environment.
• Work with Axon’s Support team and other cross-functional teams to manage customer escalation.
• Collaborate with both external customers and internal employees for smooth resolution to issues.
• Manage support tickets and repair requests by working with internal teams to drive successful resolutions.
• Travel may be required, up to 20%
• Proactively look out for customers’ business, suggesting new and innovative ways to keep them succeeding with Axon products.
• Provide excellent customer service and technical support to our customers making sure their expectations are exceeded.
• Develop and maintain client relationships to help drive product adoption and growth.
• Track customer activity in internal systems in order to execute on account strategy and identify additional opportunities.

What You Bring

• Experience in a customer facing technical support (troubleshooting) role with a strong understanding of customer success.
• Tactically focused on managing customer loyalty and product adoption.
• Mission driven mentality, highly motivated, with a drive to own it and execute on tasks autonomously.
• Analytical, strategic and creative problem-solving skills.
• Detail oriented with excellent organisational and time management skills.
• The ability to work with all levels in an organisation effectively and build strong partnerships.
• Strong and proven track record of successfully managing customer relationships and technical projects.
• Proficiency in Software as a Service value propositions, Cloud providers/solutions, Virtualisation, Storage.
• Strong computer skills - proficiency in MS Office (with Microsoft Windows OS, Microsoft Networking and Active Directory), CRM, and collaboration tools (i.e. Salesforce, Trello, etc.). Ability to quickly learn other programs (e.g. Quip, Slack etc.)
• Strong troubleshooting experience.
• Technical Degree
• Customer Success or Service Management experience in the public safety or defence sector is an asset.
• Experience working with longer sales cycles to Government, Major City or Enterprise-level customers with rigid procurement processes.
• Knowledge of CCTV, VMS, and IP cameras.
• Understanding of network technologies and IP stack (TCP/IP, DNS, DHCP, subnetting, vLANs, firewalls, VPN gateways, proxies, etc.)
• High degree of technical knowledge in computing infrastructure components, data centres, and systems support
• Understanding of network technologies and IP stack (TCP/IP, DNS, DHCP, subnetting, vLANs, firewalls, VPN gateways, proxies, etc.)