Manager, Software Technical Account Management

Axon•Nashville, TN

2d•Hybrid

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 You will lead a field team of Technical Account Managers and Mission Engineers — the people agencies trust to put Axon technology to work. Together they keep products healthy, help teams adopt new ways of working, and build the workflows and automations that improve how public safety gets done. Your team is Axon’s presence inside agencies: onsite, regional, and traveling. You coach, mentor, and develop that team so it stays technically sharp, customer-confident, and curious about what AI and the platform can unlock next. The people you develop should be equally comfortable solving problems with technology and sitting down with command staff to explain what changed and why it matters. You will know you are succeeding when agencies see working outcomes, your portfolio runs with consistent quality, and your people are stronger because of how you lead. Axon’s mission is to Protect Life. This team is one of the most direct ways we live that mission with the agencies we serve.

Requirements

Typically 7+ years in customer-facing technical delivery (technical account management, solutions, implementation, systems integration, professional services, or comparable) with 3+ years leading individual contributors.
A coaching and mentoring record you are proud of: people who grew, shipped more, or raised the standard because of how you developed them.
Technical range across hardware, software, cloud, networking, and integrations. You are comfortable evaluating technical work, asking good questions, and talking with agency IT.
Your own examples of solving problems with technology — something you built, automated, integrated, or designed that other people used.
Confidence with command staff and senior stakeholders: you can simplify for an executive audience and go deep with a technical admin.
Experience owning outcomes across a portfolio: multiple accounts, mixed engagement models, and a simple operating cadence (1:1s, reviews, dashboards, escalation paths) that keeps a field team connected.
Comfort when priorities shift. You create clarity, keep the standard visible, and help the team keep moving.
Ability to obtain and maintain CJIS compliance and to model thoughtful security judgment.

Nice To Haves

Public safety, law enforcement, corrections, defense, or other mission-critical environments.
Experience leading a mixed technical, customer-facing team — and helping people grow by partnering across specialties.
Hands-on familiarity with AI, automation, analytics (SQL, Power BI), or workflow platforms, enough to coach experimentation and good verification habits.
Familiarity with CAD, RMS, digital evidence, real-time operations / Fusus, or adjacent agency systems.

Responsibilities

Own portfolio outcomes
Be accountable for deployment health, adoption, technical stabilization, time-to-value, escalation trends, and solutions that hold up in day-to-day agency operations.
Show up as a steady senior partner for command staff, agency IT, and Axon leaders when a situation needs leadership at the table.
Work alongside Sales, Product, Engineering, Support, PSO, and Customer Success. Bring the customer’s reality inside Axon, and keep your team focused on what they can move.
Share structured field insight with Product and Engineering: where work is getting stuck, what is driving adoption, and where the platform can do more.
Stay close to the technology
Keep enough fluency across SaaS, cloud, hardware, networking, integrations, and Axon’s platform — including Evidence, Records, Fusus, AI Era, and related agency systems — to coach well and help the team choose a sound path.
Help people think through when to configure what already exists, when a new build is worth it, how to validate what users actually see, and how to design for CJIS, evidence integrity, privacy, and approved tooling.
Treat AI as a practical tool the team uses to move faster — with a shared habit of checking the work before it reaches an agency.
Coach, mentor, and develop the team
Coach people through complex account, technical, and adoption moments. Help them think out loud, choose a sound path, and own the outcome with the agency.
Mentor Technical Account Managers and Mission Engineers as they deepen technical range and executive presence — going deep with agency IT and speaking clearly with command staff.
Build individual development plans, give regular feedback, and create stretch opportunities so people can grow — including partnering across TAM and Mission Engineer work over time.
Foster technical curiosity and thoughtful AI experimentation. Help the team learn in public, verify their work, and share what they figure out with peers.
Set clear expectations for customer ownership, technical execution, and onsite presence (typically three to four days a week in agency environments), then coach to that standard.
Stay close enough to the work to develop people well: 1:1s, ride-alongs, operational reviews, and quality conversations. Spot risk early, then guide your people to own the solution.
Build playbooks, delivery rhythms, and reusable patterns so good work travels and newer teammates can learn from it. Documentation and handoff are part of how this team takes care of agencies and of each other.
Take part in building the team when we add talent, bringing the same coaching lens to interviews and onboarding that you bring to everyday development.