Manager, Software Technical Account Managers

Title: Manager, Software Technical Account Managers

Location: San Francisco, California, United States

Content: #### 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.

What You’ll Do

Location: Remote within the US. Travel up to 40%
Reports to: Senior Director, Customer Deployment & Technical Account Management
Direct Reports: Up to 15

• Team & People Leadership

• 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.

• Operational, Program & Hardware Oversight

• 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.

• Executive & Customer Engagement

• 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.

• Metrics, Performance & Continuous Improvement

• 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.

• Escalation & Coverage

• 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.

What You Bring

• 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.
• 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
• Ability to obtain and maintain CJIS compliance and handle confidential and highly sensitive information.

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work.

Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers.

Base Pay Range

$125,625—$201,000 USD

Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at axongreenhousesupport@axon.com or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.

Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com.  Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

Phishing alert:  Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process.  All legitimate job openings are listed on our official careers page at https://www.axon.com/careers.  If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to recruitingops@axon.com.