Technical Account Manager- Team Lead

2 weeks, 6 days ago
Full-time
Lead
Project and Program Management
Genetec

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
1K-5K
Founded 1997

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

Apply Now

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