• Act as the main technical liaison for assigned agencies, diagnosing and resolving complex technical issues with Axon's products and services. • Collaborate with deployment teams to design, configure, test, and implement Axon software solutions, ensuring successful rollouts. • Respond quickly to critical technical issues, acting as a crisis manager to restore functionality and minimize impact on agency operations. • Represent agency needs and feedback internally at Axon, influencing product development and service improvements. • Guide agencies through change management processes, identifying pain points and providing solutions to optimize software usage and adoption. • Work closely with cross-functional teams, including engineering, product management, and sales, to ensure a seamless customer experience. • Utilize tools like Microsoft Power BI, SQL Server, and Form Builder/JSON to build custom dashboards, manage data integrations, and support reporting needs. • Provide advanced training and training documentation to agency staff on Axon’s products and services, ensuring they are well-equipped to use the tools effectively. • Work onsite with customers to resolve issues, provide training, and ensure the agency's needs are met promptly.

• Drive platform adoption and growth through Account Team collaboration • Build strategic relationships with customer IT teams and internal stakeholders • Gather feedback and contribute to product improvement initiatives • Lead complex troubleshooting and provide proactive technical guidance • Monitor and maintain system integrations and security configurations • Implement risk monitoring systems and resolve technical issues • Design and implement efficient configuration and routing strategies • Analyze performance metrics to improve productivity and efficiency • Identify and enable technical expansion within the customer's roadmap

• Act as the main technical liaison for assigned agencies, diagnosing and resolving complex technical issues with Axon's products and services. • Collaborate with deployment teams to design, configure, test, and implement Axon software solutions, ensuring successful rollouts. • Respond quickly to critical technical issues, acting as a crisis manager to restore functionality and minimize impact on agency operations. • Represent agency needs and feedback internally at Axon, influencing product development and service improvements. • Guide agencies through change management processes, identifying pain points and providing solutions to optimize software usage and adoption. • Work closely with cross-functional teams, including engineering, product management, and sales, to ensure a seamless customer experience. • Utilize tools like Microsoft Power BI, SQL Server, and Form Builder/JSON to build custom dashboards, manage data integrations, and support reporting needs. • Provide advanced training and training documentation to agency staff on Axon’s products and services, ensuring they are well-equipped to use the tools effectively. • Work onsite with customers to resolve issues, provide training, and ensure the agency's needs are met promptly.

Role Description The Varicent Associate TAM works alongside Technical Account Managers within the Customer Success organization with a portfolio of clients who have subscribed to the VIP Program. The Associate TAM will act as a Varicent adviser to client resources with the aim to maximize the VIP client’s return on their Varicent investment. This will require building strong relationships with all stakeholders and supporting business goals by solving go-to-market challenges with innovative solutions. This will include: - Answering product, process, and solution-specific questions. - Proactively monitoring existing solutions for optimal performance. - Adapting and evolving existing solutions with new implementations and adoption of new features and functionality. - Owning the customer’s technical success and supporting all system and solution-focused conversations. Qualifications - At least 5 years of experience in IT Consulting, Enterprise Software Implementation. - Prior experience with Query Based Languages and Relational Databases. - Technical data skills including strong experience with SQL data manipulation and Microsoft Excel. - Preferred: Understanding of Sales Performance Management domain. - Strongly Preferred: Hands-on experience with Varicent software products (Administering, implementing, and/or supporting). - Basic knowledge of system configurations, data models, and data integration best practice concepts. Requirements - Advanced SQL is mandatory. - Support the primary TAM in monitoring the health and performance of Varicent solutions across a portfolio of VIP customers. - Assist in coaching users on foundational Varicent functionality, configuration concepts, and best-practice methodologies. - Participate in reviewing new features, fixes, and release notes to help assess potential impact on the customer’s environment. - Contribute to configuring Varicent solutions based on documented customer requirements, under guidance from the senior TAM. - Prepare and share monthly performance, utilization, and support-related metric summaries. - Analyze solution usage and data patterns to help identify potential issues or areas for optimization. - Assist in implementing proactive maintenance actions and solution improvements. - Collaborate with TAMs and internal teams to troubleshoot errors, investigate defects, and support solution optimization efforts. - Identify opportunities for customer value realization and surface to the primary TAM for strategic review. - Contribute to customer conversations that frame Varicent products as targeted solutions to process challenges, enabling thoughtful upsell, cross-sell, and expansion motions. - Partner with the TAM team to support sustainable customer engagement, project outcomes, and product adoption. - Contribute to planning and estimating tasks within the Technical Success journey, ensuring alignment within available customer VIP entitlement. - Work with internal stakeholders to understand change management processes and assist in recommending improvements where appropriate. - Collaborate with TAMs to maintain a reusable object repository. Performance Based Success Criteria - 1-3 Months: - Familiarize oneself with company culture, policies, escalation paths, and internal systems. - Complete training and onboarding. - Learn the various systems used in daily operations. - Participate in team meetings and events. - 4-6 Months: - Begin managing defined customer work triaged by your Technical Account Manager cohorts. - Adhere to VIP program deliverables including task tracking against active initiatives. - Begin to prioritize tasks, escalate blockers, communicate effectively, and demonstrate problem resolution, personal growth, and adaptability. - Support data validation, report creation, performance troubleshooting, and config changes as needed. - 7 Months & beyond: - Manage a full client portfolio. - Operate as a trusted technical partner, supporting the TAM at a strategic level. - Independently deliver core TAM activities including configuration work, troubleshooting & support, and documentation of changes and existing build. - Generate usage, performance, and status reporting (flagging important data points). - Participate in journey/plan execution. - After 12 months, perform all duties of a TAM including conducting a complete Annual Health Check and supporting value tracking & outcomes. Benefits - Innovate with Purpose: Build impactful solutions for customers worldwide. - Join Excellence: Work in a diverse, collaborative, and innovative team. - Shape the Future: Lead in redefining revenue optimization. - Grow Together: Unlock your potential in a supportive environment. Company Description Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process please email accomodations@varicent.com. Varicent is also committed to compliance with all fair employment practices regarding citizenship and immigration status.