Manager, Software Technical Account Management

Axon•Atlanta, GA

2h•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 team of Technical Account Managers who serve as Axon's operational presence inside public safety agencies. Your team owns customer outcomes from deployment through adoption, technical stabilization, and long-term operational success. When an agency needs Axon to show up with clarity and follow-through, your team is who they rely on—and when situations escalate, you are the leader who brings structure, judgment, and calm. This is a hands-on people leadership role. You will set day-to-day expectations for customer ownership and technical execution, coach ICs through complex account situations, and stay close enough to the work to spot risks early. You are accountable for how your team performs, how customers experience Axon in the field, and the operational discipline that keeps embedded and regional engagement models sustainable. Axon's mission is to Protect Life. Your team is one of the most direct expressions of that mission with the agencies you support.

Requirements

7+ years of experience in customer-facing technical delivery, program leadership, or complex deployment environments
3+ years leading individual contributors in customer-facing or technical delivery organizations
Experience coaching distributed technical or customer-facing teams across multiple engagement models
Demonstrated success improving operational execution, customer outcomes, or delivery consistency in complex account environments
Ability to communicate effectively and build trust with customer stakeholders and internal leadership during high-visibility situations
Broad technical fluency across SaaS platforms, cloud infrastructure, networking, hardware systems, integrations, and operational workflows
Experience supporting operational maturity, lifecycle ownership, or customer experience improvement initiatives
Strong systems-thinking mindset with ability to identify operational gaps and practical improvements
Data-informed leadership approach using KPIs, dashboards, and structured governance
Ability to navigate evolving priorities and complex environments while maintaining clarity and follow-through
Ability to obtain and maintain CJIS compliance and handle highly sensitive information

Nice To Haves

Experience supporting public safety, law enforcement, or other mission-critical operational environments
Familiarity with CAD, RMS, CJIS standards, or integrated public safety ecosystems
Experience supporting customer lifecycle or post-sale operational evolution initiatives
Relevant technical or leadership certifications (ITIL, PMP, cloud certifications, etc.)

Responsibilities

Lead, coach, and develop TAMs operating across embedded, regional, and traveling engagement models
Establish clear expectations for customer ownership, technical execution, lifecycle engagement, and operational accountability within your pod
Support skill development across hardware, software, networking, integrations, and customer workflow adoption
Foster a culture of ownership, customer focus, initiative, and continuous improvement
Help ICs balance reactive customer needs with proactive engagement and structured follow-through
Ensure consistent execution across deployments, onboarding, adoption, technical stabilization, and ongoing operational success for accounts in your scope
Maintain visibility into account health, open escalations, adoption gaps, and delivery risks across your team's book of business
Drive reduction of reactive support motions by improving lifecycle continuity, documentation discipline, and customer engagement standards
Ensure customers experience clear ownership and coordinated execution across Axon teams
Partner with Sales, Professional Services, Support, Product, Engineering, and Customer Success to align delivery with customer outcomes
Surface operational insights and customer feedback that improve delivery consistency and the customer experience
Support alignment between deployment readiness, technical execution, adoption goals, and operational priorities
Serve as the escalation point for critical customer situations, agency-impacting incidents, and high-visibility deployments within your portfolio
Build trusted working relationships with agency stakeholders and internal leadership partners
Coach ICs on executive communication, stakeholder management, and operational leadership in high-stakes environments
Contribute to retention and expansion efforts through customer health visibility and lifecycle engagement
Track and improve team-level performance metrics including operational health, CSAT, escalation trends, and lifecycle outcomes
Use KPIs, operational reviews, and structured cadences to improve delivery quality and consistency
Reinforce process standardization, playbook execution, and scalable best practices within your team