Senior Manager, Enterprise Technical Account Management

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

As a Senior Manager in the Technical Account Management (TAM) organization, you will lead a team of Onsite Technical Account Managers across complex customer environments, driving large-scale adoption and operational excellence of Axon products within retail and healthcare domains. You’ll shape strategy, influence cross-functional priorities, and be accountable for high-impact decisions that directly affect customer outcomes and Axon’s long-term success in Enterprise markets.

Enterprise customers that need proactive, hands-on technical guidance to bridge the gap between initial implementation and long-term operational maturity—especially those with complex deployments across many sites. This role goes beyond technical support—you are the operational architect behind Axon’s partnerships with our Enterprise customers. You’ll translate Axon’s vision into scalable execution across complex retail and healthcare environments, build a team of trusted technical advisors, and ensure delivery excellence in high-growth, high-impact environments.

This is a high-discretion, high-impact role that involves frequent collaboration with senior and executive leadership across departments, as well as influencing large-scale customer transformation through technology.

What You’ll Do

Location: Hybrid from Axon hub location
Travel: 25%
Reports to: Sr Director, Professional Services Enterprise
Direct Reports: 7 to start - we are rapidly expanding

• Define and execute the strategic roadmap for the Onsite TAM program in alignment with corporate goals and success outcomes.
• Lead multiple direct reports, ensuring consistent execution, coaching, and accountability across team.
• Own operational planning including headcount forecasting, resource allocation, budget adherence, and program scaling initiatives.
• Serve as the executive escalation point for complex, high-priority agency challenges. Drive cross-functional resolution while preserving critical customer relationships.
• Collaborate with senior leaders across Product, Engineering, Customer Success, and Sales to champion TAM insights and influence roadmap decisions.
• Establish performance KPIs and quality standards; continuously optimize service delivery models based on data and feedback loops.
• Lead organizational change initiatives—both internally and across customers—around software adoption, systems modernization, and incident/crisis management frameworks.
• Develop future leaders by investing in talent development, succession planning, and ongoing leadership training across your teams.
• Maintain deep expertise in Axon products and services to support high-stakes conversations with customer stakeholders and internal leadership.
• Champion a culture of technical excellence, accountability, and customer empathy.

What You Bring

• 7+ years of progressive leadership experience managing technical customer-facing teams.
• Proven ability to set vision and build scalable operational frameworks in fast-paced, ambiguous environments.
• Experience leading customer engagement strategies with executive-level stakeholders, ideally in public safety or regulated industries.
• Strong financial and operational acumen: budget management, resource planning, and forecasting.
• Deep knowledge of SaaS, cloud infrastructure, networking, and enterprise IT systems.
• Advanced skills in escalation handling, incident response, and executive communication.
• Ability to influence and shift thinking across cross-functional and senior leadership groups.
• Strong analytical mindset; comfortable making data-informed decisions and driving accountability through metrics.
• Preferred: Experience supporting large Enterprise software systems and managing & scaling large teams
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

Location

This role is based out of one of our hub locations (Scottsdale AZ, Atlanta GA, Denver CO, Boston MA, Sea