# Account Management Series (Discussions, Q3 Updates, FY26 Planning) A batch of ~25 unique-stem .msg files (~30 file variants total) documenting the **ongoing customer-success / account-management relationship** between Flock and Conway PD across 2025-2026. Recurring meeting titles include "Conway PD / Flock Safety discussion," "Conway PD / Flock Safety Q3 Updates," "AR - Conway PD FY26 Planning + New Tech from Flock," "Conway AR PD Flock check in," and "Conway AR PD Flock New Features." The series documents Flock's **structured customer-success cadence** — periodic check-ins, quarterly business reviews, fiscal-year planning conversations, and product-feature introductions. Individually low-yield (calendar invites + meeting confirmations + brief recap emails), the series collectively establishes the operational pattern of vendor-customer engagement and is referenced here for cross-reference completeness rather than as an evidence source. ## What's inside **Meeting types and approximate cadence:** | Series | Approx. count | Cadence | Purpose | |---|---:|---|---| | "Conway PD / Flock Safety discussion" | 9 variants | Monthly or near-monthly Aug 2025 → Apr 2026 | Standing Burningham ↔ Flock-CSM check-in | | "Conway PD / Flock Safety Q3 Updates" | 4 variants | One quarter (Q3 2025 ≈ Jul-Sep) | Quarterly business review | | "AR - Conway PD FY26 Planning + New Tech from Flock" | 2 variants | Once, ~late 2025 / early 2026 | Fiscal-year-2026 roadmap + new-product preview | | "Conway AR PD Flock check in" / "Flock Check in meeting today at 1pm" | 7+ variants | Multiple, mostly 2025 | Operational status check-ins | | "Conway AR PD Flock New Features" | 3 variants | Product-feature rollouts | Vendor-pushed feature introductions | | "Conway AR PD Flock Training check in" | 1 | One-off | Training follow-up | | "Conway AR PD- Flock Meeting" | 1 | One-off | Generic meeting | | "Checking In!" | 1 | One-off | Likely CSM check-in (informal subject line) | **Standard pattern across the series:** - Initiated by Flock CSM (Melissa Lee through ~early Jan 2026; thereafter by the Flock Advisory Network pool / Engage Success — see [[Audit-System Policy Emails (Aug 2025 - Apr 2026)]]) - Calendar invite + Zoom link (Flock-domain Zoom: `flocksafety.zoom.us`) - Brief recap email after meeting - Burningham as the Conway-side participant; Chief Harris occasional CC ## Key takeaways - **Flock's customer-success motion is high-cadence.** A monthly-ish standing check-in plus quarterly business reviews plus annual planning conversations means Conway PD has ~12-15 vendor-touchpoint meetings per year separate from operational issues and procurement. This is a significant ongoing investment in the relationship by Flock and a meaningful time investment by Burningham. - **The vendor-customer relationship is operationally close.** Burningham accepts most meeting invites; the cadence is sustained without obvious customer-side push-back. This is consistent with the vendor-capture pattern but also with normal SaaS-customer-success-team behavior. - **CSM handoff occurred early January 2026.** Per [[Audit-System Policy Emails (Aug 2025 - Apr 2026)]] and the parallel City Council Q&A thread: Melissa Lee was the dedicated CSM from ~Jan 2025 through ~early Jan 2026; the Flock Advisory Network (pooled CSM model) replaced the dedicated-CSM relationship in early 2026. Post-Jan-2026 check-ins likely come from rotating Flock CSMs rather than a consistent counterpart. - **"New Features" emails are vendor-pushed product expansions.** Specific features not named in the surfaced subjects; the corpus does not surface what those features were beyond the Offense Type field rollout, the Audit Assistance tool, and the Home Depot rollout (each covered in dedicated source pages). - **"FY26 Planning + New Tech from Flock" is the closest the corpus surfaces to a forward-looking roadmap conversation.** The actual content of FY26-planning meetings is not in the corpus body of these stub-recap emails; whether the conversation includes camera expansion (cf. the kickoff sheet's "neighborhoods/banks to buy their own" notation), product-line cross-sell (Live View — see [[HUB Federal Grant Cross-Sell Thread]]), or pricing changes (cf. the [[Flock Safety Past Due Balance INV-81961]] $6,000-per-camera-per-year figure that exceeds the contract's $3,000-per-camera-per-year math) is not knowable from this series alone. ## People and orgs mentioned - [[Lt. Andrew Burningham]] — Conway-side standing participant. - [[Chris Harris]] — Occasional Chief-level cc. - [[Melissa Lee]] — Flock CSM through ~Jan 2026. - **Flock Advisory Network ("FAN")** — Pooled CSM resource Flock moved to in early 2026. Pool members include Gena Hatch, Emmie Tajik, and others. - [[Flock Safety, Inc.]] ## Concepts invoked - [[Surveillance Vendor Capture - Roadmap Influence]] — cadence of vendor touchpoints structures the relationship. ## Events documented - *2025-08 → 2026-04 — Standing Flock-Conway operational check-in cadence (no specific date worth elevating individually).* ## Cross-references - [[Audit-System Policy Emails (Aug 2025 - Apr 2026)]] — vendor-policy broadcasts that contextualize what the CSMs were briefing on. - [[Flock Cameras Apr 2026 City Council QA Thread]] — the April 2026 transition from Melissa Lee → Engage Success / Emmie Tajik handling Council-questions support. - [[HUB Federal Grant Cross-Sell Thread]] — companion sales-pipeline pattern. ## Open questions / follow-ups 1. **Per-meeting notes / agendas / outcomes.** The corpus surfaces meeting *invitations* but not meeting *notes* or *recordings*. Whether Burningham took notes during these check-ins (which would be a public record if held by CPD) is open. A potential future records request could seek any CPD-maintained meeting notes for Flock check-ins 2025-2026. 2. **Specific "New Features" content.** What specific Flock platform features were introduced in the 3 "Conway AR PD Flock New Features" emails? Single-message inspection of each (deferred). 3. **FY26 Planning specifics.** What roadmap / strategic conversation occurred in the "FY26 Planning + New Tech from Flock" meeting? Single-message inspection (deferred).