Sr Technical Program Manager II

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.

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, 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 and report out on customer satisfaction/sentiment on a quarterly basis for all your supported agencies.
• Continually educate your supported agencies with training and information about new features to support ongoing customer adoption.
• Routinely audit the health of your agencies’ environments and configuration to continually improve their operational effectiveness.
• Collate and share the most impactful customer feedback across the agencies you support for the Product team’s awareness and prioritization.

What You 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.
• Proven ability to thrive in dynamic, evolving environments and to deliver results autonomously and collaboratively.

Preferred Qualifications

• Experience with public safety or government technology deployments.
• Familiarity with complex enterprise software.
• Certification in Project Management (PMP, Agile, etc.) or Enablement (ATD, etc.) is a plus.