Technical Account Manager, Drone as First Responder (DFR)

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: $125K

Flock Safety is an all-in-one technology solution dedicated to eliminating crime and enhancing community safety. Our intelligent platform unifies cities, businesses, schools, and law enforcement agencies, leveraging the power of communities to build a safer future. We provide a full-service, maintenance-free technology solution trusted nationwide to solve and deter crime, aiming for safer communities for everyone. Our comprehensive public safety platform delivers actionable evidence to solve, deter, and reduce crime in neighborhoods, schools, businesses, and entire cities, transforming unbiased data into objective answers without compromising transparency or privacy. Flock offers a career-defining experience with a significant community impact, fostering a supportive remote environment with strong relationships. We are a team of hard-working employees who thrive in a positive, inclusive environment that rewards a bias towards action. Having raised over $700M in venture capital and surpassing a $7.5B valuation, Flock is scaling intentionally to achieve its goal of reducing crime in the United States by 25% in the next three years.

The Opportunity

Flock Safety is seeking an experienced Technical Account Manager, DFR to join our growing team. This role is crucial for ensuring our customers achieve exceptional outcomes with their DFR deployments. You will serve as the primary point of contact for customers, guiding them through onboarding, deployment, and ongoing support. Your responsibilities will include managing customer relationships, troubleshooting hardware and software systems, and collaborating with deployment engineers, project managers, and technical teams to ensure a seamless customer experience. You will proactively address customer concerns, provide timely solutions, and ensure their needs are met effectively. When complex technical challenges arise, you will liaise with engineering and product teams for swift resolution while maintaining clear communication with the customer. This position is ideal for individuals with a strong background in customer success or account management, particularly within the government IT sector, and experience with technical systems involving hardware and software troubleshooting.

Requirements:

• Candidates must be based in EST or CST time zones.
• Travel of up to 30% is required.

The Skillset

• Customer Relationship Expertise: Proven experience in a customer-facing role (customer success, account management, or technical support) ensuring client satisfaction and long-term success.
• Technical Knowledge: Strong understanding of hardware and software systems, with experience 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 for timely solutions.
• Escalation Management: Proven ability to manage escalations, collaborating 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 (engineering, product, product management) to deliver seamless support and ensure customer satisfaction.
• Industry Experience: Familiarity with FAA Part 107 drone operations is required.