Customer Success Specialist

7 days ago

Brisbane, Australia Axon Full time

**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.

**Description**:
The APAC Customer Success Specialist is integral to the post-sales experience driving value realisation and return on the client's investment, as well as assisting our customer to operationalise the Axon solution into their business.

**Customer success means**:

- Focusing on customer retention
- Managing customer relationships
- Cultivating existing projects and qualifying new opportunities
- Providing unparalleled customer service

**Responsibilities (day to day)**:

- Serve as the primary point of contact for a broad portfolio of customers to provide day-to-day support
- Collaborate daily with both external customers and internal employees for smooth resolution to issues.
- Conduct training webinars and calls.
- Develop and maintain adeep understanding of Axon's product line
- Learn and share industry best practices
- Work with Axon's Support team and other cross-functional teams to manage customer escalation
- Work with customers to solve problems effectively in an ever-evolving environment
- Support deployments and conduct Axon (hardware and software) configuration workshops
- Develop and deliver customer focused Axon Evidence admin training
- Provide CEW training support for the APAC Training Manager
- Develop and prepare customer facing support products (i.e. Service Level Agreement report, APAC Customer Newsletter, APAC Service Availability report)
- Manage any requested projects or assignments involving your customers, acting as liaison between Axon and the agency.
- Onsite embedded capability (as required)

**NOTE**: _The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions._
- Some roles may also require legal eligibility to work in a firearms environment._

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