Manager, Software Technical Account Managers

Axon•San Francisco, CA

4h•Remote

About The Position

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. Your Impact As Manager of Technical Account Managers, you lead a team of customer-facing Technical Account Managers operating across embedded, regional, and traveling engagement models, supporting Axon’s most strategic public safety customers. Your team serves as the operational extension of Axon within agency environments—driving successful deployment, stabilization, and adoption of Axon’s hardware, software, digital evidence, and integrated workflows. You are accountable for scaling predictable execution across a diverse portfolio of agencies, solution types, and delivery models. Through strong people leadership, disciplined operational governance, and executive-level engagement, you ensure agencies achieve operational readiness, sustained platform adoption, and measurable outcomes—while strengthening Axon’s long-term strategic partnerships and growth opportunities. This role is designed for a leader who can balance people management, program oversight, and executive stewardship in high-visibility, mission-critical environments.

Requirements

Bachelor’s degree in Business, Technology, Engineering, or a related field, or equivalent professional experience
8+ years of experience in customer-facing technical delivery, program management, hardware/software deployments, or complex technology environments.
5+ years of experience leading senior individual contributors in high-accountability, customer-facing roles.
Demonstrated ability to scale execution through teams operating across multiple delivery models.
Strong executive presence, with experience engaging command-level or senior customer stakeholders in mission-critical contexts.
Proven experience leading hardware and software deployments, including coordination across infrastructure, networking, and field operations.
Broad technical fluency across SaaS platforms, cloud services, networking, hardware systems, and integrated workflows.
Data-driven leadership approach with experience managing performance through KPIs, dashboards, and structured operational reviews.
Ability to operate effectively in ambiguous, fast-moving environments while maintaining clarity, discipline, and accountability.
Ability to obtain and maintain CJIS compliance and handle confidential and highly sensitive information.

Nice To Haves

Experience building custom Microsoft Power BI dashboards, visualizations, and interfaces with Microsoft SSRS to deliver meaningful and actionable insights is preferred
Experience building views, writing & optimizing queries, and creating reports in SQL Server is preferred
Experience working and supporting law enforcement software systems such as Computer Aided Dispatch (CAD), Records Management Systems (RMS) is preferred

Responsibilities

Lead, coach, and develop a team of Technical Account Managers supporting customers through embedded, regional, and traveling delivery models.
Set clear expectations for execution quality, onsite presence (where applicable), customer engagement, and accountability across varied engagement structures.
Develop talent capable of supporting Axon’s software-centric and hardware-centric products
Drive skills development, performance management, and succession planning aligned to Axon’s evolving ecosystem and customer needs.
Foster a culture of ownership, proactive problem-solving, and continuous improvement across geographically distributed teams.
Own portfolio-level delivery across assigned agencies, ensuring consistent execution of hardware deployments, software implementations, and integrated workflows.
Provide oversight for end-to-end delivery, including deployment planning, risk management, cross-functional coordination, and lifecycle support.
Ensure TAMs effectively manage dependencies across hardware provisioning, installation readiness, network requirements, software configuration, and agency workflows.
Establish and enforce standards, playbooks, and best practices for both hardware and software execution across all TAM engagement models.
Serve as the leadership escalation point for agency command staff, IT leadership, and internal Axon stakeholders.
Coach TAMs on executive communication, value articulation, and change leadership—particularly in complex or high-stakes hardware and platform deployments.
Partner closely with Sales, Professional Services, Support, and Product teams to align delivery with customer commitments and future-state strategy.
Act as a senior customer advocate within Axon, ensuring agency risks, needs, and expansion opportunities are clearly surfaced and addressed.
Own performance management across your portfolio, including: Hardware and software deployment timelines Issue resolution SLAs and escalation trends Platform adoption and utilization metrics CSAT, NPS, and overall program health indicators
Identify systemic delivery risks or friction points across hardware, software, or support models and drive corrective action.
Use data and operational insights to continuously refine delivery models and improve customer outcomes at scale.
Provide leadership-level escalation support during critical incidents, complex hardware deployments, or agency-impacting events.
Ensure appropriate coverage and continuity across embedded, regional, and traveling TAM models.
Maintain situational awareness across the portfolio without functioning as a primary individual contributor.