Technical Account Manager

Serve as the primary technical point of contact for assigned departments, providing in-person and virtual support to command staff, analysts, and administrators.

Partner with agency IT teams to integrate TRULEO with existing systems such as RMS, CAD, or evidence management platforms.

Diagnose and resolve technical issues or escalate them in collaboration with TRULEO's Engineering and Product teams.

Maintain accurate records of support activity and system configurations.

Act as the first point of contact for technical issues and ensure rapid resolution in collaboration with TRULEO's engineering and support teams.

Deliver onboarding and refresher training (both virtual and on-site) tailored to agency staff roles.

Develop and execute "Train the Trainer" programs to scale internal enablement within agencies.

Communicate new product features, platform enhancements, and workflow improvements to drive adoption.

Update and maintain onboarding documentation and training materials.

Collaborate with Customer Success, Product, and Engineering to document pain points and identify opportunities for product improvement.

Provide field feedback to help inform roadmap priorities.

Support testing and rollout of new features with key customer partners.

Advocate for the voice of the user—ensuring frontline feedback informs product and support decisions.

Shadow Customer Success Managers (CSMs) and observe agency trainings.

Join onboarding and troubleshooting sessions with assigned agencies.

Connect with cross-functional teams to understand internal processes.

Review and update onboarding documentation.

Train 3+ agencies (with CSM support).

Schedule regional training with the Customer Success team.

Update onboarding docs and create a categorized enablement library.

Deliver consistent technical support and training sessions.

Lead monthly best-practice webinars for agency admins.

Publish admin-level troubleshooting workflows.

Create 3 customer-facing enablement resources.

Partner with Product and Support to identify process improvements.

Host internal "train-back" session for CSMs.

Update core training decks and documentation.

Log agency feedback and friction points for Product review.

Own technical relationships with assigned agencies.

Lead regional and in-service trainings across multiple departments.

Collaborate with Product, Engineering, and Marketing on feedback and enhancements.

Track success metrics including onboarding time, adoption rate, and satisfaction scores.

Complete one regional training event and one non-regional in-service training.

Launch a monthly training calendar with recurring webinars.

Maintain a live internal knowledge base for CSM and agency use.

Former law enforcement officer or public safety professional with strong understanding of agency operations, technology, and workflows.

3+ years of experience in technical account management, customer success, or implementation (preferably in SaaS or public safety tech).

Strong technical acumen; comfortable working directly with IT teams, system integrations, and data management.

Excellent communicator capable of engaging credibly with chiefs, analysts, and system administrators.

Hands-on problem solver with a service-oriented mindset and a high degree of initiative.

Based in the Greenville, SC area , with ability and willingness to travel up to 75% to customer sites throughout the region.

Available to attend periodic in-person staff meetings at the Greenville office.

Bachelor's degree in Criminal Justice, Information Technology, or related field preferred (or equivalent experience).

Use your law enforcement or public safety experience to help agencies harness Agentic AI for community trust and operational excellence.

Be part of a mission-driven team improving public safety technology from the inside out.

Competitive salary, benefits, and equity potential.

Collaborate with passionate technologists, engineers, and public safety experts.

Make a tangible difference in how departments work, communicate, and serve their communities.