Professional Services Manager

Summary

Axon is a public safety technology company whose Dedrone business provides smart airspace security solutions for detecting, tracking, identifying, analyzing, and mitigating drone threats. The Professional Services Manager will lead customer deployments, training, integrations, site assessments, post-deployment support, proofs of concept, and services documentation across Latin America, Central and South America, and the Caribbean.

Responsibilities

• Lead end-to-end deployments, acting as primary point of contact post-sale. This includes pre-deployment planning, hardware logistics, stakeholder alignment, on-site support, and go-live enablement
• Deliver role-based training to customer drone teams, public safety operators, command staff, and IT teams. Tailor delivery to non-technical and highly technical audiences
• Guide customers in creating operational policies and workflows that integrate Dedrone systems with broader agency technology stacks, including Axon Evidence, body-worn cameras, and in-car video systems
• Coordinate and manage third-party training and integration vendors, ensuring accountability and delivery quality
• Conduct site assessments to inform hardware placement and operational design
• Build, iterate, and maintain deployment documentation, SOP templates, training plans, and internal handoffs
• Provide post-deployment monitoring and escalation, ensuring all stakeholders are aligned on success metrics, issues, and resolutions
• Capture and relay customer feature requests, bug reports, or process gaps to Product and Engineering teams
• Attend strategic customer meetings with Sales to provide technical validation and deployment context
• Lead or assist in POCs, including setup, training, validation of success criteria, and customer debriefs
• Support RFP/RFI responses with technical and services detail
• Draft or validate Statements of Work (SOW) based on scoped deployment complexity and customer readiness

Skills

• * 3–5 years of experience in customer-facing roles (Professional Services, Field Engineering, Sales Engineering, Deployment)
• * Direct experience deploying hardware/software solutions in complex operational environments
• * Understanding of drone systems, airspace management, RF sensing, or UAS programs
• * Deep familiarity with IP networking, SNMP, DHCP, PoE, Linux CLI, and basic system administration
• * Confident training presence; able to present technical workflows clearly to executives, end users, and technical teams alike
• * Experience working with public safety agencies, particularly law enforcement or security operations
• * Project and stakeholder management skills; ability to own a deployment from kickoff to success
• * A passion for emerging technology, safety, and customer success
• * Willingness to travel heavily and adapt to dynamic customer needs in the field
• * Must be able to lift at least 50 pounds and must be physically capable of climbing ladders, stairs, and working in an elevated environment
• * FAA Part 107 certification preferred or obtained within 3 months

Qualifications

Must Haves

• * 3–5 years of experience in customer-facing roles (Professional Services, Field Engineering, Sales Engineering, Deployment)
• * Direct experience deploying hardware/software solutions in complex operational environments
• * Understanding of drone systems, airspace management, RF sensing, or UAS programs
• * Deep familiarity with IP networking, SNMP, DHCP, PoE, Linux CLI, and basic system administration
• * Confident training presence; able to present technical workflows clearly to executives, end users, and technical teams alike
• * Experience working with public safety agencies, particularly law enforcement or security operations
• * Project and stakeholder management skills; ability to own a deployment from kickoff to success
• * A passion for emerging technology, safety, and customer success
• * Willingness to travel heavily and adapt to dynamic customer needs in the field
• * Must be able to lift at least 50 pounds and must be physically capable of climbing ladders, stairs, and working in an elevated environment

Nice to Haves

• * FAA Part 107 certification preferred or obtained within 3 months

Benefits

• Remote work from Puerto Rico