Technical Account Manager – Premier Support

Flock Safety

Technical Account Manager providing technical expertise and support for strategic accounts. Managing customer relationships and ensuring hardware fleet health while training and enabling users.

Posted 5/4/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $150,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.

ATS Keywords

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Hard Skills & Tools

technical account managementhardware network auditingdevice validationcase managementtraining deliveryissue triagingreporting and trend analysiscustomer supportfield operations coordinationproduct subject matter expertise

Soft Skills

cross-functional communicationownershipcustomer advocacyproblem-solvingtraining and mentoringcollaborationadaptabilityattention to detailtime managementcustomer relationship management