• Serve as primary technical contact and augment our customer support teams • Onboard new customers to the CrowdStrike platforms • Ensure customer success through proactive periodic health checks, product training, and developing and sharing best practices • Serve as customer advocate with internal CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties • Engage with customers at all levels of their organization, from the front lines of the SOC to the C-suite • Research customers’ technical issues in a timely manner and follow up with recommendations and action plans • Escalate customer issues to management when appropriate • Maintain control of the overall resolution for any escalated case, leading cross-functional groups as needed • Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues • Create knowledge base content to capture new learning for reuse throughout the company and user base • Participate in technical communications within the team to share best practices and learn about new technologies and complimentary security applications • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal • Support the sales teams in identifying account expansion opportunities • Drive support cases to ensure issues are being resolved in a timely manner

• Own technical account health: diagnose automation performance issues, configure improvements, and drive resolution rates without always pulling in engineering • Be the primary point of contact for your accounts - customers know you by name and trust that you'll bring them clarity. • Run regular business reviews with customer stakeholders - bring data, tell the story, and drive clear next steps • Partner with the deployment team during onboarding to ensure the handoff is clean and the account is set up to succeed • Translate what you hear from customers into structured product feedback the team can act on

• Manage overall relationships with assigned end-users, including increasing adoption, and ensuring retention and satisfaction. • Provide project leadership for customers' major FireMon programs. • Collaborate cross-functionally with FireMon teams—including Support, R&D, Product Management, and Sales—to address customer needs and deliver high-impact outcomes. • Maintain current functional and technical knowledge of the FireMon product line. • Provide hands-on support to customers for system health checks, user and device management, troubleshooting, upgrades, and monitoring activities. • Manage multiple customer engagements, balancing priorities and driving resolution across requests. • Share insights and constructive feedback with internal teams to help improve products and customer experiences. • Document best practices in developing and deploying FireMon solutions in the customers' environments. • Be a technical resource for "best practice" and other customer questions, identifying alternate technical solutions to customers' business problems. • Partner with account teams to manage expectations and provide a clear view of customer progress and health throughout their lifecycle. • Commit to continuous learning by maintaining relevant certifications and gaining new ones each year.

Role Description 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. Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Your Impact: - Lead a team of Technical Account Managers who serve as Axon’s operational presence inside public safety agencies. - Own deployment execution, technical stabilization, platform adoption, and sustained customer relationships. - Coach TAMs through high-stakes customer situations and set operational standards. - Accountable for the outcomes your team delivers. - Designed for a leader who can balance people management, program oversight, and executive stewardship. 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. - Set clear standards for execution quality and customer engagement. - Build technical depth across hardware and software product lines. - Drive performance management, skills development, and succession planning. - Create a culture of ownership, initiative, and continuous improvement. - Own Portfolio-Level Delivery: - Ensure consistent execution of hardware deployments and software implementations. - Provide oversight for end-to-end delivery. - Ensure TAMs manage dependencies effectively. - Establish and maintain playbooks, standards, and operating rhythms. - Engage at the Executive Level: - Serve as the escalation point for agency command staff and IT leadership. - Coach TAMs on executive communication and value articulation. - Partner with Sales, Professional Services, Support, and Product. - Advocate for customers internally. - Drive Performance Through Data: - Own metrics such as deployment timelines and CSAT. - Identify systemic risks and drive corrective action. - Use operational data to refine delivery models. - Maintain Coverage and Continuity: - Provide leadership-level support during critical incidents. - Ensure coverage across all TAM engagement models. - Stay situationally aware across the portfolio. Qualifications - 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. - Executive presence and confidence engaging command-level or senior customer stakeholders. - Experience leading both hardware and software deployments. - Broad technical fluency across SaaS platforms, cloud services, networking, hardware systems, and integrated workflows. - Data-driven leadership managing through KPIs and structured operational reviews. - Ability to operate effectively in fast-moving, ambiguous environments. - Ability to obtain and maintain CJIS compliance and handle confidential information. - Familiarity with law enforcement software systems such as CAD or RMS, preferred. Benefits - 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. - Snacks in our offices.