Professional Services Manager

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 success and commercial operations team members. Closely collaborate and share product and process knowledge with your peers and Axon channel partners in your region. Collaborate cross-functionally to ensure everyone is up-to-date on customer requirements, changes, timelines, and project status. Develop a smooth product deployment experience for our customers Hard Skills (Technical & Functional) IT & Networking Expertise: Strong knowledge of Windows Server/Client OS, SQL Server, Active Directory, Azure Entra ID, APIs, TCP/IP, DHCP, DNS, SSH, and Firewalls. SaaS & Hardware Deployment: Hands-on experience with cloud and on-premise solutions, installation, configuration, troubleshooting, and validation of hardware/software products. Specialised Technology Knowledge: Familiarity with Mobile Device Management, Digital Video, Body-Worn Cameras, Conductive Energy Weapons, Vehicle Electronics, Drones, and Digital Evidence Management Systems. Project Management: Ability to manage multiple complex, high-priority implementation projects simultaneously, including developing deployment plans, SOWs, and documentation. Technical Training & Demonstrations: Skilled at delivering product demos, customer training, and knowledge transfer sessions (onsite and remote). Compliance & Data Protection: Understanding of GDPR and other data/privacy regulations. Software & Tools Proficiency: Microsoft Office Suite, Salesforce, SharePoint, Dynamics 365, Zoom/Teams, JIRA. Certifications (Preferred): Cisco, Microsoft Azure, Cradlepoint, Drone Pilot, or Vehicle Electronics. Soft Skills (Behavioral & Interpersonal) Customer-Centric Mindset: Strong consultative approach, able to adapt solutions to client needs and maintain long-term partnerships. Problem-Solving & Troubleshooting: Analytical thinker with a structured methodology for resolving technical challenges. Communication Skills: Clear and professional communicator, able to collaborate across technical and non-technical teams and present to large groups. Collaboration & Cross-Functional Agility: Comfortable working with Sales, Product, Support, Customer Success, and external vendors. Adaptability: Thrives in fast-paced, ambiguous environments with shifting priorities. Autonomy & Accountability: Capable of self-management while knowing when to escalate issues. Cultural & Linguistic Competence: Fluency in German and English (additional languages a plus) to engage effectively across EMEA. Competitive base salary Company & Personal Performance Bonus Restricted Stock Units (AXON: NASDAQ) Voluntary election into our long-term incentive program Healthcare stipend 30 days PTO International training & development opportunities Rewarding life-saving work And more…