Genetec

Genetec develops unified physical security software that integrates access control, video surveillance, and automatic license plate recognition into a single platform, serving enterprise and government organizations worldwide.

Professional Services

Industrials

1K-5K (2500)

Founded 1997

12 open positions

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Technical Account Manager- Team Lead

1 hour, 51 minutes ago

United States

Full-time

Lead

Customer Success Manager

Project and Program Management

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Genetec

Professional Services

1K-5K

Founded 1997

View All Jobs 12

Description

Lead, coach, and develop a team of Technical Account Managers supporting enterprise accounts.
Define, track, and improve team KPIs, and run regular one-on-ones, performance reviews, and development plans.
Ensure each account has a clear governance model with stakeholders, cadence, success plans, and KPIs.
Own the escalation framework and intervene in major incidents, escalations, and renewal risks to restore trust and drive action plans.
Ensure TAM activities align with contractual statements of work, including scope, hours, deliverables, and service tiers.
Define and enforce standards for scope interpretation, assumptions documentation, and communication of exclusions.
Partner with Sales, Legal, and Professional Services on SOW design for new enterprise deals and renewals.
Review major incidents and drive corrective and preventative actions across Support, Operations, and Engineering.
Guide the team on feature adoption, workflow optimization, and measurable customer outcomes.
Collaborate with Product and Engineering to feed field insights into the roadmap and integration priorities.

Requirements

3+ years of experience in Technical Account Management, Customer Success Engineering, Systems/Solutions Engineering, Project Management, or a similar customer-facing technical role.
Experience leading, mentoring, or informally coaching others.
Experience owning technical customer relationships and managing a portfolio of accounts.
Experience with complex deployments, including multi-site, multi-vendor, and high-availability environments.
Experience with executive stakeholder management.
Understanding of physical security concepts, including devices, firmware, VMS/access control, and event and alarm flows.
Ability to translate contractual language such as SOWs and SLAs into operational commitments and measurable deliverables.
Structured approach to root-cause analysis and cross-functional problem resolution.
Strong presence and communication skills with both technical and business stakeholders.
Experience building and using metrics such as customer health scores, SLA dashboards, adoption metrics, and renewal or expansion indicators.

Benefits

Attractive compensation package with 401K match.
Training and tuition reimbursement program.
Flexible working schedule with work-life balance.
Opportunity to work in a role that combines leadership, customer engagement, and technical ownership.
Encouragement to apply even if you do not meet every qualification.
Only selected candidates will be contacted after application.

Interested in this position?

Apply directly on the company website

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