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Requirements found

Sales Salesforce (nice) Budgeting Marketing Recruiting (must) Training

What this posting asks for

Level: Senior — The posting asks for 15+ years of experience.

Main responsibilities

• Location: Axon Hub — Scottsdale, Boston, Seattle, Atlanta, or New York
• Travel Requirements: 30–40%
• Reports to: Executive Vice President, US Public Safety Sales
• Direct Reports: 6–10 Directors, Senior Managers, and Managers of Customer Success
• Lead & Develop the Organization
• Lead and develop an approximately 100-person Customer Success organization through a team of Directors, Senior Managers, and Managers
• Build a strong leadership bench with clear expectations, accountability, coaching, and succession planning
• Establish career paths and performance standards that help our people grow and our strongest talent thrive
• Create a culture that combines customer obsession, ownership, high performance, and teamwork
• Ensure leaders stay close to their teams and customers while building the structure required to operate effectively at scale

Competencies an interviewer will look for

• Teamwork and collaboration Core
  In the posting: “Create a culture that combines customer obsession, ownership, high performance, and teamwork” · “Identify where responsibilities or customer experiences fall between teams and drive cross-functional solutions” · “Partner with Product to identify adoption barriers and prioritize improvements based on customer feedback and data”
  Show it by: Says what they did inside a team, not only what 'we' did; Shows how a disagreement was handled.
• Ownership and accountability Core
  In the posting: “Here, you’ll take ownership and drive real change.” · “We are looking for a leader who can define what world-class Customer Success looks like at Axon—and then roll up their sleeves to build the processes, system…” · “Build a strong leadership bench with clear expectations, accountability, coaching, and succession planning”
  Show it by: Takes a task from start to finish without being chased; Owns a mistake and what was changed after it.
• Leadership and mentoring Core
  In the posting: “Build a strong leadership bench with clear expectations, accountability, coaching, and succession planning” · “Partner closely with US Public Safety Sales leadership on customer strategy, adoption, risk, retention, and expansion” · “Present customer trends, risks, performance, and recommendations to Axon's executive leadership”
  Show it by: Describes setting direction or a standard others followed; Names someone they coached and what changed for them.
• Customer focus Core
  In the posting: “We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.” · “As Vice President of Customer Success at Axon, you will lead one of the most important teams in our business: an approximately 100-person Customer Success or…” · “Public Safety customers.”
  Show it by: Puts the customer's need in their own words; Shows a result for the customer, not only for the company.
• Planning and organisation Core
  In the posting: “Life at Axon is fast-paced, challenging and meaningful.” · “As Vice President of Customer Success at Axon, you will lead one of the most important teams in our business: an approximately 100-person Customer Success or…” · “Lead & Develop the Organization”
  Show it by: Shows how priorities were set when everything was urgent; Mentions deadlines met and how.
• Data and analysis Core
  In the posting: “Define the right operating rhythms, KPIs, dashboards, and accountability across the organization” · “Improve how we use Salesforce, Gainsight, product usage data, NPS, CSAT, and Voice of Customer signals to manage the business” · “Partner with Product to identify adoption barriers and prioritize improvements based on customer feedback and data”
  Show it by: Uses a number to describe the situation or the result; Explains what the data showed and what was done with it.
• Attention to detail and quality Core
  In the posting: “We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software.” · “Public Safety customers.” · “Reports to: Executive Vice President, US Public Safety Sales”
  Show it by: Gives an example of an error caught before it caused harm; Names the check or standard they used.
• Stakeholder management Core
  In the posting: “Reports to: Executive Vice President, US Public Safety Sales” · “Build trusted executive relationships with strategic customers and serve as an escalation point when needed” · “Create clear and repeatable processes for customer health, account planning, adoption, escalations, risk management, and executive engagement”
  Show it by: Shows how they aligned people with different goals; Explains how they handled a 'no' from someone senior.
• Technical skill Core
  In the posting: “We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software.” · “Phishing alert: Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks.”
  Show it by: Names the tools, languages or systems used and how; Explains a technical choice and its trade-off.
• Adaptability and learning Core
  In the posting: “Build scalable playbooks while maintaining the flexibility required to serve complex public safety customers” · “High ownership, sound judgment, curiosity, and comfort operating in a fast-paced and sometimes ambiguous environment”
  Show it by: Describes learning something new quickly and using it; Shows a change of plan and how they adjusted.
• Problem solving Supporting
  In the posting: “Lead through influence when solving customer problems that span multiple organizations”
  Show it by: Describes a real problem, the options considered and the one chosen; Shows how the cause was found, not just the fix.
• Communication Supporting
  In the posting: “Strong executive communication skills and the ability to create clarity, alignment, and action across diverse stakeholders”
  Show it by: Adapts the message to the listener; Gives an example of explaining something clearly in writing or speech.

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