Technical Account Manager - Premier Support

Serve as the named TAM and primary technical point of contact for the assigned Premier Support account.Scroll down the page to see all associated job requirements, and any responsibilities successful candidates can expect.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.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.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.Route feedback to the right Flock owners (Product, Engineering, Hardware Ops, Support, CSM) and follow up until items reach a clear outcome.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.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.Willingness to travel up to ~60% for on-site needs and quarterly technical reviews.Familiarity with Salesforce, Gainsight, Slack.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.Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. 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.We offer four ERGs today - Women of Flock, Flock Proud, LEOs and Melanin Motion. WFH Stipend: $150 per month to cover the costs of working from home.Home Office Stipend: A one-time $750 to help you create your dream office. xevrcyc