About the RoleWe're looking for a
Technical Account Manager (TAM) based in the
Greenville, SC area with a background in law enforcement or public safety, to serve as the on-the-ground connection between TRULEO and our partner agencies. In this role, you will be embedded within law enforcement departments, working side by side with command staff, IT teams, and end users to ensure TRULEO's platform is successfully implemented, maintained, and optimized.
You'll be part of TRULEO's Customer Success team, ensuring agencies experience measurable value from our Agentic AI platform. You'll bridge the gap between field operations and TRULEO's internal teams-helping troubleshoot issues, deploy updates, train users, and identify opportunities for improvement.
This is a field-based, relationship-driven role requiring approximately 75% travel to partner agencies throughout the surrounding region. Candidates must be located in or willing to relocate to the Greenville, SC area and will be required to attend in-person staff meetings at our office periodically.
This role is ideal for someone who understands law enforcement workflows, is comfortable with technology, thrives in a travel-intensive environment, and is motivated by mission-focused work.
What You'll DoCustomer Support & Troubleshooting- 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.
Training & Enablement- 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.
Cross-Functional Collaboration & Feedback Loop- 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.
90-Day Success PlanFirst 30 Days: Build foundational knowledge of TRULEO's platform, workflows, and support model.Key Actions:- 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.
Deliverables:- Train 3+ agencies (with CSM support).
- Schedule regional training with the Customer Success team.
- Update onboarding docs and create a categorized enablement library.
First 60 Days: Take ownership of assigned agencies and begin leading enablement independently.Key Actions:- 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.
Deliverables:- Host internal "train-back" session for CSMs.
- Update core training decks and documentation.
- Log agency feedback and friction points for Product review.
First 90 Days: Drive adoption, elevate the customer experience, and represent TRULEO in the field.Key Actions:- 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.
Deliverables:- 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.
Who You Are- 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).
Why Join TRULEO- 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.
