• 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.

• Responsible for managing client accounts • Collaborate with teams to deliver HR services • Continuously improve client satisfaction • Maintain effective communication with clients

• Oversee complex project schedules, ensuring timely achievement of milestones and completion of technical integrations. • Coordinate technical workstreams such as SSO configurations (Azure, Okta), API integrations, and HRIS data synchronization. • Verify and thoroughly test all integrations (MS Teams, Slack, Zoom) to ensure proper configuration prior to launch. • Collaborate with Implementation Managers to convert client requirements into backend system configurations. • Identify and resolve technical challenges during the "Go-Live" phase. • Act as the primary technical contact for the CS team regarding complex platform requirements. • Lead backend configuration for client wellness challenges, ensuring accurate tracking and rewards setup. • Handle technical platform updates and configuration modifications for existing enterprise accounts. • Take ownership of extracting and delivering client reports that provide insights on engagement and ROI. • Create custom reporting templates when standard exports do not fulfill specific client demands. • Ensure complete data accuracy and integrity across all reporting platforms.