Manager, Software Technical Account Managers (Boston)

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 ImpactYou 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.What You’ll DoLocation: Hybrid based out of our Atlanta office with Travel up to 40%Reports to: Senior Director, Customer Deployment & Technical Account ManagementDirect Reports: Individual Contributors (TAMs)Lead and Develop Customer-Facing Technical TeamsLead, coach, and develop TAMs operating across embedded, regional, and traveling engagement modelsEstablish clear expectations for customer ownership, technical execution, lifecycle engagement, and operational accountability within your podSupport skill development across hardware, software, networking, integrations, and customer workflow adoptionFoster a culture of ownership, customer focus, initiative, and continuous improvementHelp ICs balance reactive customer needs with proactive engagement and structured follow-throughOwn team Portfolio ExecutionEnsure consistent execution across deployments, onboarding, adoption, technical stabilization, and ongoing operational success for accounts in your scopeMaintain visibility into account health, open escalations, adoption gaps, and delivery risks across your team's book of businessDrive reduction of reactive support motions by improving lifecycle continuity, documentation discipline, and customer engagement standardsEnsure customers experience clear ownership and coordinated execution across Axon teamsDrive Cross-Functional AlignmentPartner with Sales, Professional Services, Support, Product, Engineering, and Customer Success to align delivery with customer outcomesSurface operational insights and customer feedback that improve delivery consistency and the customer experienceSupport alignment between deployment readiness, technical execution, adoption goals, and operational prioritiesSupport Escalations and Senior Customer EngagementServe as the escalation point for critical customer situations, agency-impacting incidents, and high-visibility deployments within your portfolioBuild trusted working relationships with agency stakeholders and internal leadership partnersCoach ICs on executive communication, stakeholder management, and operational leadership in high-stakes environmentsContribute to retention and expansion efforts through customer health visibility and lifecycle engagementDrive Operational Excellence Through Data and ProcessTrack and improve team-level performance metrics including operational health, CSAT, escalation trends, and lifecycle outcomesUse KPIs, operational reviews, and structured cadences to improve delivery quality and consistencyReinforce process standardization, playbook execution, and scalable best practices within your teamWhat You Bring Required7+ years of experience in customer-facing technical delivery, program leadership, or complex deployment environments3+ years leading individual contributors in customer-facing or technical delivery organizationsExperience coaching distributed technical or customer-facing teams across multiple engagement modelsDemonstrated success improving operational execution, customer outcomes, or delivery consistency in complex account environmentsAbility to communicate effectively and build trust with customer stakeholders and internal leadership during high-visibility situationsBroad technical fluency across SaaS platforms, cloud infrastructure, networking, hardware systems, integrations, and operational workflowsExperience supporting operational maturity, lifecycle ownership, or customer experience improvement initiativesStrong systems-thinking mindset with ability to identify operational gaps and practical improvementsData-informed leadership approach using KPIs, dashboards, and structured governanceAbility to navigate evolving priorities and complex environments while maintaining clarity and follow-throughAbility to obtain and maintain CJIS compliance and handle highly sensitive informationPreferredExperience supporting public safety, law enforcement, or other mission-critical operational environmentsFamiliarity with CAD, RMS, CJIS standards, or integrated public safety ecosystemsExperience supporting customer lifecycle or post-sale operational evolution initiativesRelevant technical or leadership certifications (ITIL, PMP, cloud certifications, etc.)Benefits that Benefit YouCompetitive salary and 401k with employer matchDiscretionary paid time offPaid parental leave for allMedical, Dental, Vision plansFitness ProgramsEmotional & Mental Wellness supportLearning & Development programsAnd yes, we have snacks in our officesBenefits 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 NotesThe 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 View email address on apply.placed-app.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 View email address on apply.placed-app.com. Please note that this email address is for accommodation purposes only. 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