Technical Account Manager, Premier Support at Flock%20safety

WHO IS FLOCK? Flock is the leading safety technology platform, helping communities thrive by taking a proactive approach to crime prevention and security. Our hardware and software suite connects cities, law enforcement, businesses, schools, and neighborhoods in a nationwide public-private safety network. Trusted by over 5,000 communities, 4,500 law enforcement agencies, and 1,000 businesses, Flock delivers real-time intelligence while prioritizing privacy and responsible innovation. We’re a high-performance, low-ego team driven by urgency, collaboration, and bold thinking. Working at Flock means tackling big challenges, moving fast, and continuously improving. It’s intense but deeply rewarding for those who want to make an impact. With nearly $700M in venture funding and a $7.5B valuation, we’re scaling intentionally and seeking top talent to help build the impossible. If you value teamwork, ownership, and solving tough problems, Flock could be the place for you. THE OPPORTUNITY The Technical Account Manager (TAM), Premier Support is the embedded technical owner for one of Flock's most strategic, high-touch accounts. As the TAM, you are the customer's point of contact for everything technical: configuration, training, hardware health, support escalations, and quarterly technical strategy. You will be assigned a strategic private-sector account with a large, distributed live video fleet - and will be responsible for keeping that fleet healthy, the customer's teams trained, and open support tickets personally escorted to resolution. You'll run a predictable weekly, monthly, and quarterly cadence of reporting and reviews, and you'll be the customer's voice inside Flock when product, process, or hardware needs to change. This role bridges Customer Success, Support, Hardware Operations, Field Services, Product, and Engineering. You are the "stitch" that holds the customer experience together. THE SKILLSET - Serve as the named TAM and primary technical point of contact for the assigned Premier Support account. - Personally acknowledge every inbound ticket, assign severity, and own the case end-to-end ("white-glove ticket escorting") - including coordinating across Support, Hardware Ops, Field Services, and Engineering. - Drive update cadence based on severity: weekly updates for standard issues, daily (or more frequent) updates for critical incidents. - Operate a dedicated phone, Slack, and email line into the TAM team so the customer doesn’t wait in a general queue. PROACTIVE NETWORK & HARDWARE MONITORING - Continuously audit the health of the customer's hardware network, identifying offline devices, slipped angles, low uptime, and connectivity issues before the customer has to report them. - Publish a weekly hardware status update covering devices that went offline, devices brought back online, and devices still offline - with an action plan and ETA for each. - Open and shepherd work orders for any device requiring on-site maintenance, coordinating field technicians and confirming restoration before closing the case. HARDWARE OPERATIONS - Validate every new hardware setup end-to-end before it is marked in service: power, LTE/cellular, video stream, LPR capture, geofencing, and alerting. - Track hardware movements weekly, confirming new locations and updating systems of record so reporting, alerts, and search results reflect the live fleet. REPORTING & REVIEWS - Deliver a weekly running cases & trends report - open cases by priority, week-over-week trend lines, repeat-issue clusters, and the actions in flight to prevent recurrence. - Lead a quarterly on-site technical review covering uptime, support trends, configuration audit findings, training gaps, and the forward-looking technical plan. TRAINING & ENABLEMENT - Build and execute a customized training plan for the customer's admins and end users - delivered virtually and on-site, scheduled around the customer's operational shifts. - Deliver ongoing user and admin training as the customer's sites, SOPs, and staffing evolve, including refreshers for new hires and advanced workflows for power users. - Run a monthly product update session for the customer's internal trainers, walking through new features and workflow impacts and providing reusable materials. - Host weekly office hours for Q&A, ad-hoc training, and complex troubleshooting - replacing scattered ad-hoc meetings and protecting bandwidth for escalations. FEEDBACK & CONTINUOUS IMPROVEMENT - Run monthly feedback sessions to collect product and maintenance-process improvement input from the customer. - Maintain a published log that tracks status (Under review, In flight, Implemented, Not pursued) and close the loop in the next feedback session and trainer update. - Route feedback to the right Flock owners (Product, Engineering, Hardware Ops, Support, CSM) and follow up until items reach a clear outcome. INTERNAL PRODUCT SME & CROSS-FUNCTIONAL ADVOCACY - Act as a deep product SME across Flock's portfolio and an internal go-to for CSMs on workflow and technical questions. - Partner with Product, PMM, and Enablement to stay aligned with the roadmap, surface customer pain points, and ensure customer-facing materials are accurate and current. - Advocate for the assigned account inside Flock - escalating risks, unblocking field operations, and representing the customer in roadmap and prioritization conversations. WHAT YOU BRING - 5+ years in a technical customer-facing role: Technical Account Manager, Technical CSM, Solutions Engineer, Professional Services, or higher-tier Customer Support. - Demonstrated ownership of complex enterprise or strategic accounts where you were the customer's single technical point of contact. - Strong hands-on experience delivering training to large groups - both technical admins and non-technical end users. - Comfortable triaging and shepherding hardware issues across distributed device fleets (cameras, sensors, networked field devices). - Excellent cross-functional communication - you can translate field operations into product asks, and product changes into customer-ready talk tracks. - Bias toward ownership: you escort issues to resolution rather than handing them off. - Willingness to travel up to ~60% for on-site needs and quarterly technical reviews. - Familiarity with Salesforce, Gainsight, Slack. Feeling uneasy that you haven't ticked every box? That's okay; we've felt that way too. Studies have shown women and minorities are less likely to apply unless they meet all qualifications. We encourage you to break the status quo and apply to roles that would make you excited to come to work every day. 90 DAYS AT FLOCK We are a results-oriented culture and believe job descriptions are a thing of the past. We prescribe to 90 day plans and believe that good days lead to good weeks, which lead to good months. This serves as a preview of the 90 day plan you will receive if you were to be hired in this role at Flock Safety. THE FIRST 30 DAYS Focus: Integrate into the Premier Support model and get embedded with assigned account. Key Actions - Complete Flock product training across full product suite. - Shadow the existing TAM team on tickets, office hours, weekly reports, and quarterly reviews. - Meet assigned account stakeholders (admins, trainers, ops leads) and review their current configuration, fleet, and open issues. - Stand up the weekly hardware status report and weekly cases & trends report for assigned accounts. Deliverables - Documented account map for each assigned customer (stakeholders, sites, fleet, integrations, escalation paths). - First weekly hardware status report and weekly cases & trends report sent to the customer. - First office hours session hosted. THE FIRST 60 DAYS Focus: Own the operating cadence and start driving proactive improvements. Key Actions - Run the full weekly + monthly cadence independently: hardware status, cases & trends, office hours, trainer product update, feedback session. - Lead hardware setup and validation for any new installs in the period. - Open and shepherd at least one full-cycle work order from creation to validated closure. - Stand up the "You said / We did" feedback log and route the first round of customer feedback to the right Flock owners. Deliverables - Published product request log with first set of items routed and statuses set. - Monthly product update delivered to the customer's internal trainers, with reusable materials handed over. - A documented configuration audit for the organization with prioritized recommendations. 90 DAYS & BEYOND Focus: Lead the quarterly review and drive measurable outcomes. Key Actions - Deliver the first quarterly on-site technical review: uptime, support trends, audit findings, training gaps, and forward plan. - Identify and execute at least one structural improvement (e.g., training pivot to self-service, new escalation pattern, configuration cleanup) that measurably improves the customer's operations. - Partner with Product and Engineering on at least one customer-driven improvement that ships or enters the roadmap. Deliverables - Completed quarterly on-site technical review with documented next steps. - At least one published process or product improvement attributed to customer feedback. - Continued weekly + monthly cadence with consistent on-time delivery. SALARY & EQUITY In this role, you’ll receive a base of $150,000 and Flock Safety Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators. Your recruiter will discuss this in-depth with you during our first chat.   THE PERKS 🌴Flexible PTO: We seriously mean it, plus 11 company holidays. ⚕️Fully-paid health benefits [Upgrade to PRO to see link] plan for employees: including Medical, Dental, and Vision and an HSA match. 👪Family Leave: All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time. 🍼Fertility & Family Benefits: We have partnered with Maven [Upgrade to PRO to see link] a complete digital health benefit for starting and raising a family. Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses. 🧠Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs. 💖Caregiver Support: We have partnered with Cariloop [Upgrade to PRO to see link] to provide our employees with caregiver support 💸Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions. 💚ERGs: We want all employees to thrive and feel like they belong at Flock. We offer four ERGs today - Women of Flock, Flock Proud, LEOs and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know. 💻WFH Stipend: $150 per month to cover the costs of working from home. 📚Productivity Stipend: $300 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly and so much more. 🏠Home Office Stipend: A one-time $750 to help you create your dream office.   If an offer is extended and accepted, this position requires the ability to obtain and maintain Criminal Justice Information Services (CJIS) certification as a condition of employment. Applicants must meet all FBI CJIS Security Policy requirements, including a fingerprint-based background check.   Flock is an equal opportunity employer. We celebrate diverse backgrounds and thoughts and welcome everyone to apply for employment with us. We are committed to fostering an environment that is inclusive, transparent, and collaborative. Mutual respect is central to how Flock operates, and we believe the best solutions come from diverse perspectives, experiences, and skills. We embrace our differences and know that we are stronger working together. If you need assistance or an accommodation due to a disability, please email us at [Upgrade to PRO to see contact]. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process. At Flock, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, as well as market indicators. The range above is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future. This job posting may span more than one career level. Flock is aware of fraudulent individuals and agencies falsely claiming to represent our company. All legitimate communication from Flock will come from an email address ending in @flocksafety.com [Upgrade to PRO to see link] We do not make job offers through messaging apps, social platforms, or unauthorized third parties, and we will never request payment or sensitive personal information during the hiring process. If you encounter suspicious outreach related to a Flock role, please report it to [Upgrade to PRO to see contact]