Technical Account Manager, Flock Safety

• This position is ideal for someone with a strong background in customer success or account management, particularly in the government IT sector, and experience navigating technical systems involving hardware and software troubleshooting
• Customer Relationship Expertise: Proven experience working in a customer-facing role, preferably in customer success, account management, or technical support, ensuring client’s ongoing satisfaction and long-term success
• Technical Knowledge: A strong understanding of hardware and software systems, especially in troubleshooting and deployment. Experience with drones, docking stations, radar and related technologies is a plus
• Proactive Problem-Solving: Ability to manage and resolve complex client challenges, escalating to technical or engineering teams as needed to ensure timely solutions
• Escalation Management: Proven ability to manage escalations, working with engineering teams to resolve high-priority issues in a public safety 24/7 work environment
• Collaborative Mindset: A team player comfortable working across internal teams, including engineering, product and product management to deliver seamless support and ensure customer satisfaction
• Industry Experience: Must have familiarity with FAA Part 107 drone operations and compliance is a bonus. Experience with large-scale IT systems in government or public safety is preferred

Desirable

• We are seeking an experienced Technical Account Manager ,DFR to join Flock Safety’s growing team
• This role is pivotal in ensuring our customers achieve exceptional outcomes with their DFR deployments
• As a Technical Account Manager, you will act as the primary point of contact for our customers, guiding them through onboarding, deployment, and ongoing support
• You will manage customer relationships, troubleshoot issues across hardware and software systems, and collaborate closely with deployment engineers, project managers, and technical teams to deliver a seamless customer experience
• In this role, you will proactively address customer concerns, provide timely solutions and ensure that their needs are met effectively
• When complex technical challenges arise, you will liaise with engineering and product teams to ensure swift resolution while maintaining clear communication with the customer
• The First 30 Days:
• Onboard and Understand: Gain a thorough understanding of Flock’s mission, values, and the specific objectives of the DFR program, focusing on the products, services and continuing support processes
• Familiarize with Tools and Processes: Understand the systems and methodologies used to track customer success metrics and manage client interactions
• Build Relationships: Connect with key stakeholders, including internal teams and customer representatives
• Meet Key Stakeholders: Build relationships with cross-functional teams, including deployment engineers, project managers, and the Engineering team, as well as third-party partners involved in DFR hardware and software
• Shadow and Observe: Partner with senior team members to observe client interactions and begin participating in onboarding and support processes
• The First 60 Days:
• Take Ownership of Client Relationships: Begin managing a portfolio of clients, ensuring their successful onboarding and addressing their immediate needs
• Monitor and Improve Engagement: Track customer health metrics, identify opportunities to enhance satisfaction, and proactively address challenges
• Contribute to Success Plans: Collaborate with internal teams to create customized success plans, tailored to reach client’s needs and objectives
• Develop Resources: Contribute to the development of FAQs, training materials, and success guides to empower clients and improve the onboarding experience
• 90 Days & Beyond:
• Drive Long-Term Success: Establish yourself as the main point of contact for your clients, guiding them to achieve their goals with Flock’s solutions.
• Lead Retention and Growth Initiatives: Identify upsell opportunities, renewals, and expansion within your accounts, fostering ongoing success and partnership
• Drive Support Process Improvements: Identify recurring technical issues and collaborate with engineering and product teams to develop proactive solutions that improve customer health
• Streamline Processes: Work with the team to optimize client onboarding, reporting, and support processes for scalability and efficiency
• Mentor and Collaborate: Help onboard new team members, sharing your knowledge and best practices to strengthen the customer success team

• First Chat: Meet with a recruiter to discuss your background, what you bring to the role, and how you align with Flock’s mission
• Hiring Manager Interview: Dive deeper into the role, the team, and expectations with your potential future manager
• Assessment: Complete an assessment to test your CSM skills
• Panel Interview: Meet with cross-functional teammates to discuss collaboration and communication across teams, and showcase how you align with Flock’s values
• The Executive Review: A chance to meet an executive and view Flock from a different lens. Be prepared to ask well-thought-out questions about the company, culture, and more