Technical Account Manager

About the role

As the main point of contact and technical account owner for one account, you will ensure the efficient and smooth operations of the Genetec ecosystem within the customer environment while ensuring the system's long-term success. You will assist the customer in managing the entire lifecycle of their Genetec system(s), including day-to-day operations and maintenance, and monitor support requests to identify recurring issues. You will hold regular review meetings (QBR) with stakeholders to discuss issues, review priorities, and identify opportunities for upgrades or modifications to meet customer needs more effectively.

Responsibilities

• Assist customers with lifecycle management, including deployment, migration, and upgrades
• Offer technical support and work with internal support teams to escalate issues
• Provide business, technical, and product knowledge support to the customer
• Understand the existing system architecture and become Genetec's Subject Matter Expert (SME) in the customer's environment
• Address product-related questions and technical challenges
• Identify areas where operational processes can be improved to enhance Genetec solutions
• Educate and advise clients on existing and new product features and functionality
• Streamline product feature requests and assist with new product updates and demos
• Provide guidance and recommendations on optimizing system(s)
• Conduct and coordinate Quarterly Business Reviews (QBR) with customers' teams to assess current usage and define upcoming priorities
• Document Statement of Work (SOW) based on review outcomes
• Coordinate with additional Genetec teams (product, sales, executive leadership) as needed for customer success
• Maintain current functional and technical knowledge of the Genetec product line

Requirements

• Bachelor's Degree in Computer Science, Engineering, Economics, Business Administration, or equivalent experience
• Minimum of 3 years of experience in Account Management, Project Management, or Field Engineering
• Ability to match client's business requirements with product capabilities
• Excellent interpersonal skills and ability to build positive relationships
• Strong analytical and troubleshooting skills (detail-oriented)
• Comfortable interfacing with key individuals at major accounts in sensitive situations
• Valid driver's license and passport
• Ability to travel between Canada and the US up to 25% of the time
• Fluent in English (both verbal and written); proficiency in French is an asset

Skills

• Knowledge of the Genetec product ecosystem
• Deployment and troubleshooting of security systems (e.g., video surveillance and access control systems)
• Administration and troubleshooting of Windows operating systems (Active Directory, SQL, file sharing, IIS, clustering, GPO, performance monitoring)
• Networking principles and IP protocols
• Configuration and troubleshooting of networking equipment (switches, routers)
• Understanding of network storage (SAN, NAS, iSCSI) 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 (considered a plus)

Benefits

• Attractive compensation package with 401K match
• Training and tuition reimbursement program
• Work-life balance with a flexible working schedule