Customer Success Technologist

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Public Safety, SecurityIndustries

Requirements

The ideal candidate will possess strong technical aptitude and experience in customer support and troubleshooting. Responsibilities include serving as the technical point of contact for agency admins, analysts, and training leads, triaging inbound questions, and resolving or escalating issues in partnership with Support, Engineering, or Product. Experience with training and enablement, including delivering onboarding and refresher training sessions, and owning "Train the Trainer" programs is essential. The role also requires acting as an internal product subject matter expert (SME) for Customer Success Managers (CSMs) and collaborating with Product, PMM, and Enablement teams to stay aligned with the roadmap and ensure accuracy of enablement materials. Additionally, the candidate must be able to document customer pain points, identify product improvement opportunities, and advocate for the frontline user experience.

Responsibilities

The Customer Success Technologist (CST) is responsible for accelerating time-to-value and strengthening long-term adoption by serving as the go-to technical resource for agency admins, analysts, and training leads. They provide ongoing technical support and ensure timely resolution of admin-level issues. The CST delivers training and enablement programs, communicates product updates, and acts as the first point of contact for CSMs seeking product knowledge or technical answers. This role partners with Product, PMM, and Enablement teams to implement internal train-back programs and role-based learning, and joins customer calls or escalations as needed. Furthermore, the CST collaborates with Product, Engineering, and Support to document customer pain points and identify opportunities for product improvement, supports testing and rollout of new features, and advocates for the frontline user experience across internal teams.

Skills

Technical Enablement

Customer Support

Product Expertise

Training

Agency Administration

Data Analysis

Flock Safety

License plate reader cameras for crime prevention

About Flock Safety

Flock Safety provides a system aimed at enhancing public safety through crime prevention while ensuring privacy and reducing bias. The main product is a network of license plate reader cameras that capture essential vehicle information, which helps in solving crimes. These cameras utilize machine learning technology to ensure that the data collected is objective and ethically used. Flock Safety serves a variety of clients, including neighborhoods, businesses, and law enforcement agencies in over 1,000 cities. The company operates on a subscription model, where clients pay for the installation, maintenance, and access to data and analytics. This approach not only generates a steady revenue stream but also allows clients to benefit from ongoing updates and support. Flock Safety's goal is to create safer communities by providing effective crime prevention tools that respect individual privacy and foster trust between the public and law enforcement.

Atlanta, GeorgiaHeadquarters

2017Year Founded

$372.2MTotal Funding

SERIES_ECompany Stage

Government & Public Sector, Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Unlimited PTO

12 paid holidays

Fully-paid health benefits

16 weeks of parental leave

Work from home allowance

Learning & development stipend

Home office stipend

Risks

Privacy concerns may lead to legal challenges affecting ALPR technology operations.

Integration of drone technology may increase operational costs and financial strain.

Economic downturns could reduce client spending on subscription-based services.

Differentiation

Flock Safety integrates ALPR cameras with AI for unbiased crime-solving data.

The company offers a full-service, maintenance-free technology solution for public safety.

Flock Safety's platform combines community power to enhance safety across cities and businesses.

Upsides

Acquisition of Aerodome enhances drone technology for public safety solutions.

Partnership with MS2 expands AI Traffic Analytics capabilities for state agencies.

Solar-Powered Condor video solutions increase market penetration in infrastructure-lacking areas.

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