Manager, Software Technical Account Managers Scottsdale, Arizona, Scottsdale, Arizona

Location:

Scottsdale, Arizona, United States

Location: Remote within the US. Travel up to 40%.
Reports to: Senior Director, Customer Deployment & Technical Account Management.
Direct Reports: Up to 15

• Lead, coach, and develop a team of Technical Account Managers supporting customers through embedded, regional, and traveling delivery models.
• Set clear expectations for execution quality, onsite presence (where applicable), customer engagement, and accountability across varied engagement structures.
• Develop talent capable of supporting Axon’s software-centric and hardware-centric products
• Drive skills development, performance management, and succession planning aligned to Axon’s evolving ecosystem and customer needs.
• Foster a culture of ownership, proactive problem-solving, and continuous improvement across geographically distributed teams.
• Operational, Program & Hardware Oversight
• Own portfolio-level delivery across assigned agencies, ensuring consistent execution of hardware deployments, software implementations, and integrated workflows.
• Provide oversight for end-to-end delivery, including deployment planning, risk management, cross-functional coordination, and lifecycle support.
• Ensure TAMs effectively manage dependencies across hardware provisioning, installation readiness, network requirements, software configuration, and agency workflows.
• Establish and enforce standards, playbooks, and best practices for both hardware and software execution across all TAM engagement models.
• Serve as the leadership escalation point for agency command staff, IT leadership, and internal Axon stakeholders.
• Coach TAMs on executive communication, value articulation, and change leadership—particularly in complex or high-stakes hardware and platform deployments.
• Partner closely with Sales, Professional Services, Support, and Product teams to align delivery with customer commitments and future-state strategy.
• Act as a senior customer advocate within Axon, ensuring agency risks, needs, and expansion opportunities are clearly surfaced and addressed.
• Metrics, Performance & Continuous Improvement
• Hardware and software deployment timelines
• Issue resolution SLAs and escalation trends
• Platform adoption and utilization metrics
• CSAT, NPS, and overall program health indicators
• Identify systemic delivery risks or friction points across hardware, software, or support models and drive corrective action.
• Use data and operational insights to continuously refine delivery models and improve customer outcomes at scale.
• Provide leadership-level escalation support during critical incidents, complex hardware deployments, or agency-impacting events.
• Ensure appropriate coverage and continuity across embedded, regional, and traveling TAM models.
• Maintain situational awareness across the portfolio without functioning as a primary individual contributor.

• Bachelor’s degree in Business, Technology, Engineering, or a related field, or equivalent professional experience
• 8+ years of experience in customer-facing technical delivery, program management, hardware/software deployments, or complex technology environments.
• 5+ years of experience leading senior individual contributors in high-accountability, customer-facing roles.
• Demonstrated ability to scale execution through teams operating across multiple delivery models.
• Strong executive presence, with experience engaging command-level or senior customer stakeholders in mission-critical contexts.
• Proven experience leading 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.
• Data-driven leadership approach with experience managing performance through KPIs, dashboards, and structured operational reviews.
• Ability to operate effectively in ambiguous, fast-moving environments while maintaining clarity, discipline, and accountability.
• Experience building custom Microsoft Power BI dashboards, visualizations, and interfaces with Microsoft SSRS to deliver meaningful and actionable…