Responsibilities:
Customer Engagement & Relationship Management
* Ensuring our customers maximise the value of Dedrone by Axon’s solutions, drive product adoption, and maintain strong relationships that lead to long-term success.
* Serve as the trusted advisor for enterprise and government clients, ensuring they achieve their airspace security goals.
* Develop and execute tailored success plans to drive product adoption and maximise ROI.
* Establish strong, long-term relationships with key stakeholders, including security teams, IT leaders, and executives.
* Conduct regular business reviews to measure success and identify opportunities for growth.
Onboarding & Training
* Lead smooth customer onboarding, ensuring technical teams and end users are well-trained on Dedrone by Axon’s platform.
* Develop and deliver training sessions, documentation, and best practices to improve product usage.
Retention & Expansion
* Drive customer retention by proactively identifying risks and implementing mitigation strategies.
* Work closely with Sales to identify expansion opportunities and upsell additional services and capabilities.
* Advocate for customers internally, collaborating with product and engineering teams to drive feature requests and improvements.
Data-Driven Insights & Reporting
* Analyse customer usage data to identify trends, adoption gaps, and areas for improvement and expansion.
* Provide strategic recommendations to customers on optimising their adoption of Dedrone by Axon’s solutions.
Qualifications:
* 5+ years of experiencein Customer Success, Account, Operations and Project Management, or related roles in SaaS, cybersecurity, or physical security industries.
* Strong background in managingenterprise and government clients and projects, preferably indefence, critical infrastructure, public safety or national securitysectors.
* Experience withsoftware solutions, security platforms, or airspace security / drone technologyis beneficial.
* Proven track record ofdriving adoption, retention, and expansionin a B2B SaaS environment.
* Proven track record of leading process improvements within large organisations.
* Strong technical acumen and ability to communicate complex security solutions to both technical and non-technical stakeholders.
* Excellent presentation, negotiation, and relationship-building skills.
* Ability to work cross-functionally with sales, product, operations and engineering teams.
* Self-motivated, team-orientated, responsible, and focussed on exceeding customer expectations.
* Willingness to travel as needed for customer meetings and industry events.
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