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Manager, Software Technical Account Managers

Boston, Massachusetts, United States

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 — embedded onsite, deployed regionally, or traveling to support critical milestones. Your team owns what happens after the sale: deployment execution, technical stabilization, platform adoption, and the sustained customer relationships that drive retention and growth.

This is a hands-on leadership role. You’ll coach TAMs through high-stakes customer situations, set the operational standards your team executes against, and serve as the escalation point when agencies need senior Axon leadership at the table. You are accountable for the outcomes your team delivers — not just the activities they complete.

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

  • 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 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), preferred

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.

 

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.

 

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