Technical Account Manager

Flock

2d•$150,000

About The Position

The Technical Account Manager is a hybrid technical enablement and support role that accelerates time-to-value and strengthens long-term adoption by serving as the go-to technical resource for agency admins, analysts, and training leads. The Technical Account Manager will also act as internal product experts, supporting CSMs with enablement, product training, and daily technical questions. The Technical Account Manager will be assigned a book of Safe City and Drones as First Responder accounts and be responsible for creating and executing a training plan for all Flock Safety products that account has. The Technical Account Manager will also serve as frontline support for the Safe City and help escalate and resolve technical issues as they arise. This role bridges the gap between Customer Success, Product, Engineering, and Support to drive adoption, improve the customer training experience, and improve the overall customer experience. This role will require up to 70-80% travel and you must be located in a MST/PST timezone.

Requirements

Highly preferred you have a FAA Part 107 drone operations and compliance.
Experience with large-scale IT systems in government or public safety is preferred.
This role will require up to 70-80% travel and you must be located in a MST/PST timezone.
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.

Responsibilities

Serve as the technical point of contact for frontline users (admins, analysts, training leads).
Triage inbound questions from customers and resolve or escalate in partnership with Support, Engineering, or Product.
Provide ongoing technical support and ensure timely resolution of admin-level issues.
Deliver onboarding and refresher trainings (virtually and on-site) tailored to users such as patrol officers, analysts, and administrators.
Own and execute “Train the Trainer” programs to scale internal agency enablement.
Communicate product updates and platform enhancements to drive feature adoption and engagement.
Act as the first point of contact for CSMs seeking product knowledge, workflow guidance, or technical answers.
Partner with Product, PMM, and Enablement teams to:
Stay aligned with the roadmap and upcoming releases.
Ensure all enablement materials and customer-facing resources are accurate and up to date.
Implement internal train-back programs and role-based learning.
Join customer calls and support escalations as needed to provide technical expertise.
Collaborate with Product, Engineering, and Support to document customer pain points and identify opportunities for product improvement.
Support testing and rollout of new features with key customer partners.
Advocate for the frontline user experience across internal teams.

Benefits

Flexible PTO: We seriously mean it, plus 11 company holidays.
Fully-paid health benefits 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, 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 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.