[Remote] Manager, Software Technical Account Managers

Note: The job is a remote job and is open to candidates in USA. Axon is on a mission to Protect Life, focusing on critical safety and justice issues through their ecosystem of devices and cloud software. The Manager of Software Technical Account Managers will lead a team responsible for post-sale operations, including deployment execution and customer relationship management, while ensuring high standards of service delivery and performance.

Responsibilities

• 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
• 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
• 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
• 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
• 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

Skills

• 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 operate effectively in fast-moving, ambiguous environments while maintaining clarity and accountability
• Ability to obtain and maintain CJIS compliance and handle confidential, highly sensitive information
• Familiarity with law enforcement software systems such as Computer Aided Dispatch (CAD) or Records Management Systems (RMS)

Benefits

• 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

Company Overview

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