Technical Account Manager

Who is Flock?

Flock Safety is an all-in-one technology solution to eliminate crime and keep communities safe. Our intelligent platform combines the power of communities at scale - including cities, businesses, schools, and law enforcement agencies - to shape a safer future together. Our full-service, maintenance-free technology solution is trusted by communities across the country to help solve and deter crime in the pursuit of safer communities for everyone.

Our holistic public safety platform is comprehensive and intelligent, providing the actionable evidence needed to solve, deter and reduce crime across neighborhoods, schools, businesses and entire cities. Without compromising transparency or privacy, we are turning unbiased data into objective answers.

Flock strives to offer a career-defining experience where you can also make an impact on your community. While safety is a serious business, we are a supportive team that is optimizing the remote experience to create strong and fulfilling relationships even when we are physically apart. Our group of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded. 

We have raised over $700M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Bedrock Capital, Meritech Capital Partners, and Initialized Capital. Now surpassing a $7.5B valuation, Flock is scaling intentionally and seeking the best and brightest to help us meet our goal of reducing crime in the United States by 25% in the next three years.

The Opportunity:

We are seeking an experienced Technical Account Manager ,DFR to join Flock Safety’s growing team.  This role is pivotal in ensuring our customers achieve exceptional outcomes with their DFR deployments.  As a Technical Account Manager, you will act as the primary point of contact for our customers, guiding them through onboarding, deployment, and ongoing support.  You will manage customer relationships, troubleshoot issues across hardware and software systems, and collaborate closely with deployment engineers, project managers, and technical teams to deliver a seamless customer experience.

In this role, you will proactively address customer concerns, provide timely solutions and ensure that their needs are met effectively.  When complex technical challenges arise, you will liaise with engineering and product teams to ensure swift resolution while maintaining clear communication with the customer.  This position is ideal for someone with a strong background in customer success or account management, particularly in the government IT sector, and experience navigating technical systems involving hardware and software troubleshooting.

Candidates must be based in EST or CST time zones due to accounts being primarily on the East Coast. Travel of up to 30% is required.

The Skillset:

We’re looking for people with:

• Customer Relationship Expertise: Proven experience working in a customer-facing role, preferably in customer success, account management, or technical support, ensuring client’s ongoing satisfaction and long-term success.

• Technical Knowledge: A strong understanding of hardware and software systems, especially in troubleshooting and deployment.  Experience with drones, docking stations, radar and related technologies is a plus.  

• Proactive Problem-Solving: Ability to manage and resolve complex client challenges, escalating to technical or engineering teams as needed to ensure timely solutions.

• Escalation Management: Proven ability to manage escalations, working with engineering teams to resolve high-priority issues in a public safety 24/7 work environment.  

• Collaborative Mindset: A team player comfortable working across internal teams, including engineering, product and product management to deliver seamless support and ensure customer satisfaction.

• Industry Experience: Must havefamiliarity with FAA Part 107 drone operations and compliance is a bonus. Experience with large-scale IT systems in government or public safety is preferred. 

The ideal candidate will:

• Thrive In a Customer-First Environment: Build strong relationships to promote long-term success.

• Take Ownership: Drive success through owning client outcomes, from onboarding through ongoing support and growth.

• Problem Solve: Demonstrate a strategic approach to problem-solving, enabling customers to maximize the value of their partnership with us.

90 Days at Flock

We believe that 90-day plans are more effective than traditional job descriptions. These plans ensure that your first three months are focused on building the right skills, getting to know your team, and making a direct impact on Flock’s mission.

The First 30 Days:

• Onboard and Understand: Gain a thorough understanding of Flock’s mission, values, and the specific objectives of the DFR program, focusing on the products, services and continuing support processes.

• Familiarize with Tools and Processes: Understand the systems and methodologies used to track customer success metrics and manage client interactions.

• Build Relationships:  Connect with key stakeholders, including internal teams and customer representatives.

• Meet Key Stakeholders: Build relationships with cross-functional teams, including deployment engineers, project managers, and the Engineering team, as well as third-party partners involved in DFR hardware and software.

• Shadow and Observe: Partner with senior team members to observe client interactions and begin participating in onboarding and support processes.

The First 60 Days:

• Take Ownership of Client Relationships: Begin managing a portfolio of clients, ensuring their successful onboarding and addressing their immediate needs.

• Monitor and Improve Engagement: Track customer health metrics, identify opportunities to enhance satisfaction, and proactively address challenges.

• Contribute to Success Plans: Collaborate with internal teams to create customized success plans, tailored to reach client’s needs and objectives.

• Develop Resources:  Contribute to the development of FAQs, training materials, and success guides to empower clients and improve the onboarding experience.

90 Days & Beyond:

• Drive Long-Term Success:  Establish yourself as the main point of contact for your clients, guiding them to achieve their goals with Flock’s solutions..

• Lead Retention and Growth Initiatives:  Identify upsell opportunities, renewals, and expansion within your accounts, fostering ongoing success and partnership.

• Drive Support Process Improvements: Identify recurring technical issues and collaborate with engineering and product teams to develop proactive solutions that improve customer health.

• Streamline Processes:  Work with the team to optimize client onboarding, reporting, and support processes for scalability and efficiency.

• Mentor and Collaborate: Help onboard new team members, sharing your knowledge and best practices to strengthen the customer success team.

The Interview Process:

We believe in a transparent and collaborative interview process. Your recruiter will guide you through each step and ensure that you are well-prepared.

1. First Chat: Meet with a recruiter to discuss your background, what you bring to the role, and how you align with Flock’s mission.

2. Hiring Manager Interview: Dive deeper into the role, the team, and expectations with your potential future manager.

3. Assessment: Complete an assessment to test your CSM skills

4. Panel Interview: Meet with cross-functional teammates to discuss collaboration and communication across teams, and showcase how you align with Flock’s values.

5. The Executive Review: A chance to meet an executive and view Flock from a different lens. Be prepared to ask well-thought-out questions about the company, culture, and more.

Salary & Equity

In this role, you’ll receive a starting base of $125k + $29.8k bonus as well as stock options and bonus potential. 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. In 2024, Flock will provide a $ 50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.

💖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 three ERGs today - Women of Flock, Flock Proud, 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: $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.

🐾Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies.

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.