Manager, Software Technical Account Managers

Responsibilities

• This role is designed for a leader who can balance people management, program oversight, and executive stewardship in high-visibility, mission-critical environments.
• Location: Hybrid out of our Scottsdale office with Travel up to 40%
• Reports to: Senior Director, Customer Deployment & Technical Account Management
• Direct Reports: Up to 15
• Lead and Develop Your Team
• Coach, develop, and hold accountable a team of TAMs operating across embedded, regional, and traveling engagement models.
• Set clear standards for execution quality, customer engagement, and onsite presence where applicable.
• Build technical depth across both hardware and software product lines - your team needs to be fluent in the full Axon ecosystem.
• Drive performance management, skills development, and succession planning aligned to where the business is heading.
• Create a culture where ownership, initiative, and continuous improvement are the baseline.
• Own Portfolio-Level Delivery
• Ensure consistent execution of hardware deployments, software implementations, and integrated workflows across your assigned agencies.
• Provide oversight for end-to-end delivery: deployment planning, risk management, cross-functional coordination, and lifecycle support.
• Ensure TAMs are managing dependencies across hardware provisioning, network readiness, software configuration, and agency workflows effectively.
• Establish and maintain the playbooks, standards, and operating rhythms your team runs on.
• Engage at the Executive Level
• Serve as the escalation point for agency command staff, IT leadership, and internal Axon stakeholders when your team needs senior leadership in the room.
• Coach TAMs on executive communication, value articulation, and leading customers through complex change.
• Partner with Sales, Professional Services, Support, and Product to align delivery with customer commitments and long-term strategy.
• Advocate for your customers internally - ensure risks, needs, and expansion opportunities are surfaced and addressed.
• Drive Performance Through Data
• Own the metrics that matter: deployment timelines, issue resolution SLAs, platform adoption, CSAT, NPS, and program health.
• Identify systemic risks or friction points across your portfolio and drive corrective action before they become customer-impacting.
• Use operational data to continuously refine delivery models and improve outcomes at scale.
• Maintain Coverage and Continuity
• Provide leadership-level support during critical incidents, complex deployments, or agency-impacting events.
• Ensure coverage across all TAM engagement models - your team should never leave a customer without a point of contact.
• Stay situationally aware across the portfolio without reverting to individual contributor work.
• What You Bring
• 8+ years in customer-facing technical delivery, program management, or complex technology deployment environments.
• 5+ years leading senior individual contributors in high-accountability, customer-facing roles.
• Experience scaling execution through teams operating across multiple delivery models - you've led distributed teams, not just local ones.
• Executive presence and confidence engaging command-level or senior customer stakeholders in high-visibility situations.
• Experience leading both 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 - enough to coach your team credibly.
• Data-driven leadership: you manage through KPIs, dashboards, and structured operational reviews, not gut feel.
• Ability to opera

Benefits

Additional Information

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.

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