Technical Account Manager, Flock Safety
Premier Support
$150k
+ Flock Safety Stock Options
Salesforce
Gainsight
Slack
Senior and Expert level
Remote from US
More information about location
Public safety operating system
Job no longer available
Public safety operating system
1001+ employees
B2BSecurityMachine LearningCommunity
Job no longer available
$150k
+ Flock Safety Stock Options
Salesforce
Gainsight
Slack
Senior and Expert level
Remote from US
More information about location
1001+ employees
B2BSecurityMachine LearningCommunity
Company mission
To create safer, happier communities and cities by pre-emptively fighting crime.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
Our take
Public vehicle surveillance provides valuable insights to emergency services for the prevention of crime, but bringing information together to create leads is difficult. There's no standardised system for inter-city vehicle surveillance, and this makes it difficult for communities and law enforcement services to work together.
Flock Safety provides surveillance equipment that aims to improve the abilities of law enforcement and homeowner associations to communicate data with each other. The company focuses on vehicle surveillance, innovating on existing technology by using machine learning to categorise vehicles by color, license plate, state, and other data points.
Whilst automated surveillance equipment is used daily within federal police forces, Flock Safety builds technology systems that provide a means for smaller law enforcement agencies to quantify and share surveillance data easily. It's caught on too, with a funding round of $275 million awarded in 2025 that will be used to expand its manufacturing capabilities. lock Safety, a U.S. startup developing surveillance technology, has raised $275 million in new funding led by Andreessen Horowitz, as it invests in a manufacturing facility and expands into drone products, the company told Reuters. funding behind it, This data can then be automatically processed to help develop leads, a time-consuming process that would usually have to be completed manually.
Steph
Company Specialist at Welcome to the Jungle
Insights
Top investors
40% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Mar 2025
$275m
LATE VC
Mar 2024
$200m
SERIES G
Total funding: $857.8m
Company benefits
- 🌴Use what you need PTO: We seriously mean it, plus 11 company holidays and your birthday off!
- ⚕️Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match
- 👪Family Leave: We provide 16 weeks of 100% paid leave for primary caregivers and 12 weeks of 100% paid leave for secondary caregivers
- 🍼Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. We will reimburse $10,000 a year for adoption, surrogacy, or infertility
- 🧠Mental Health: All employees receive an annual subscription to Headspace
- 💖Caregiver Support: We have partnered with Cariloop 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
- 💻WFH Stipend: $150 per month to cover the costs of working from home
- 📚L&D Stipend: $250 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
- 🏢Coworking Space: If you’re not local to our ATL HQ, we’ll provide $250 a month to get you set up with an All Access Membership to WeWork (or a local coworking space in your area)
- 🐾Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies
Company HQ
Home Park, Atlanta, GA
Leadership
Garrett Langley
(Founder & CEO)They worked in Computer Services freelance for over 6 years before joining Firethorn in 2015, and Clutch Technologies in 2014. They left their position as President of Moment LLC to found Flock Safety in April 2017.
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