Technical Account Manager

Location

Remote - USA

Employment Type

Full time

Location Type

Remote

Department

Customer Success

Compensation

$150K • Offers Equity

Where you fall within the compensation range is based on how you demonstrate the attributes and competencies required for the role. We mostly reserve the upper half of our compensation bands for internal growth. During your call with one of our recruiters, they can further clarify the salary range and our total compensation.

Overview

Who is Flock?

Flock Safety is the leading safety technology platform, helping communities thrive by taking a proactive approach to crime prevention and security. Our hardware and software suite connects cities, law enforcement, businesses, schools, and neighborhoods in a nationwide public-private safety network. Trusted by over 5,000 communities, 4,500 law enforcement agencies, and 1,000 businesses, Flock delivers real-time intelligence while prioritizing privacy and responsible innovation.

We’re a high-performance, low-ego team driven by urgency, collaboration, and bold thinking. Working at Flock means tackling big challenges, moving fast, and continuously improving. It’s intense but deeply rewarding for those who want to make an impact.

With nearly $700M in venture funding and a $7.5B valuation, we’re scaling intentionally and seeking top talent to help build the impossible. If you value teamwork, ownership, and solving tough problems, Flock could be the place for you.

The Opportunity

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 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

The Skillset

Customer Support & Troubleshooting:

• 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.

Training & Enablement:

• 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.

Internal Product SME & CSM Enablement:

• 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.

Cross-Functional Collaboration & Feedback Loop:

• 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.

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.

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:
Quickly integrate into Safe City support and Technical Account Manager operations.

Key Actions:

• Support Safe City accounts and triage inquiries.

• Participate in training (live + virtual) and join account syncs.

• Partner with CSMs for onboarding and early adoption.

• Connect with cross-functional teams on escalations and product updates.

• Review and refresh enablement materials.

Deliverables:

• Train 3+ agencies.

• Schedule regional training with CSM team.

• Update onboarding docs and create a categorized enablement library.

The First 60 Days

Focus:
Standardize processes and scale support across Safe City accounts.

Key Actions:

• Continue Safe City technical support and training.

• Lead monthly feature walkthroughs and best practices for CSMs.

• Share roadmap updates and support PMM communications.

• Build a Slack-based FAQ for internal use.

• Identify process gaps and improve escalation paths with Product/Support.

Deliverables:

• Publish 3-5 admin troubleshooting workflows.

• Create 3 customer-facing resources.

• Host an internal “train-back” session for CSMs.

• Update a key training deck.

• Log Safe City friction points for Product/Support review.

• Support CSM new hire onboarding if needed.

90 Days & Beyond

Focus:
Own technical guidance for Safe City accounts and drive process improvements.

Key Actions:

• Analyze training metrics and ticket trends.

• Lead feature rollout or feedback session with customers.

• Align with PM, Marketing, and Enablement to refine training strategy.

• Evaluate and improve customer-facing collateral.

Deliverables:

• Complete a regional training and one non–Safe City in-service.

• Launch a monthly training calendar with webinars.

• Continue monthly train-back sessions for CSMs

Salary & Equity

In this role, you’ll receive a base of $150,000 and Flock Safety Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators. Your recruiter will discuss this in-depth with you during our first chat.

The 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.

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.

Flock is an equal opportunity employer. We celebrate diverse backgrounds and thoughts and welcome everyone to apply for employment with us. We are committed to fostering an environment that is inclusive, transparent, and collaborative. Mutual respect is central to how Flock operates, and we believe the best solutions come from diverse perspectives, experiences, and skills. We embrace our differences and know that we are stronger working together.

If you need assistance or an accommodation due to a disability, please email us at [email protected]. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process.

At Flock Safety, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, as well as market indicators. The range above is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future. This job posting may span more than one career level.

Flock Safety is aware of fraudulent individuals and agencies falsely claiming to represent our company. All legitimate communication from Flock Safety will come from an email address ending in @ flocksafety.com . We do not make job offers through messaging apps, social platforms, or unauthorized third parties, and we will never request payment or sensitive personal information during the hiring process. If you encounter suspicious outreach related to a Flock Safety role, please report it to [email protected]