Technical Account Manager

2 weeks, 6 days ago
Full-time
Mid Level
Customer and Technical Support
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

  • Serve as the main point of contact and technical account owner for one or multiple customer accounts.
  • Manage customer system lifecycles, including deployment, migration, upgrades, day-to-day operations, and maintenance.
  • Monitor support requests, identify recurring issues, and recommend product or usage changes.
  • Lead Quarterly Business Reviews with stakeholders to review issues, priorities, and upcoming needs.
  • Document Statements of Work based on review outcomes and account planning discussions.
  • Work with GTAC and Dedicated Client Care specialists to escalate issues and tickets when needed.
  • Provide business, technical, and product guidance to customers and act as the subject matter expert in their environment.
  • Identify opportunities to improve operational processes and optimize existing Genetec solutions.
  • Educate customers on existing and new product features, functionality, and potential business impact.
  • Coordinate with product, sales, executive leadership, and other Genetec teams to support long-term customer success.
  • Provide product performance feedback and advise customers on upgrades, modifications, or new products that fit their needs.

Requirements

  • Bachelor’s degree in Computer Science, Engineering, Economics, Business Administration, or equivalent experience preferred.
  • Minimum of 3 years of experience in Account Management, Project Management, or Field Engineering.
  • Ability to align client business requirements with product capabilities.
  • Strong interpersonal skills and ability to build positive relationships with team members and customers.
  • Strong analytical and troubleshooting skills with attention to detail.
  • Comfort interfacing with key stakeholders at major accounts in sensitive situations.
  • Valid driver’s license and passport required.
  • Ability to travel between Canada and the US up to 25% of the time.
  • Fluent in English, both verbal and written.
  • French proficiency is considered an important asset.
  • Knowledge of Genetec’s product ecosystem.
  • Experience deploying and troubleshooting video surveillance and access control systems.
  • Excellent Windows administration and troubleshooting knowledge, including Active Directory, SQL, file sharing, IIS, clustering, GPO, and performance monitoring.
  • Strong knowledge of networking principles and IP protocols.
  • Experience configuring and troubleshooting networking equipment such as switches and routers.
  • Understanding of SAN, NAS, and iSCSI storage principles and best practices.
  • Database query and management skills.
  • Understanding of server virtualization concepts.
  • Experience with encryption and certificates.
  • MCSE, CCNA, SQL Server, VMware, or similar technical certifications are a plus.

Benefits

  • Attractive compensation package with 401(k) match.
  • Training and tuition reimbursement program.
  • Flexible working schedule.
  • Work-life balance support.
  • Opportunity to work with a diverse, client-focused professional services team.

Interested in this position?

Apply directly on the company website

Apply Now

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