Technical Account Manager, Premier Support

Flock

4d•Hybrid

About The Position

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.

Requirements

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.

Responsibilities

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.

Benefits

Flexible PTO
11 company holidays
Fully-paid health benefits plan for employees: including Medical, Dental, and Vision
HSA match
12 weeks of 100% paid parental leave
Additional 6-8 weeks of physical recovery time for birthing parents
Fertility & Family Benefits: Partnered with Maven, $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
Mental health benefits through Spring Health: including therapy, coaching, medication management, and digital tools.
Caregiver Support: Partnered with Cariloop.
Carta Tax Advisor: 1:1 sessions with Equity Tax Advisors.
ERGs: Women of Flock, Flock Proud, LEOs and Melanin Motion.
$150 per month WFH Stipend
$300 per year Productivity Stipend
$750 one-time Home Office Stipend