Technical Account Manager

Technical Account ManagerAs Technical Account Manager, you will be the main point of contact and technical account owner for one account. The Professional Services team is a client-focused team, expert in everything Genetec develops, with the mission to complement our partners and ecosystems to enable them deliver the full value potential of our technology for our most sophisticated customers to achieve their business objectives. We are a group of objective-driven technically-skilled professionals, who design, customize, implement, and support tailored solutions servicing the Genetec ecosystem of products and offerings.Your role will be to ensure the efficient and smooth operations of the Genetec ecosystem within the customer environment while ensuring the system's long-term success.You will be responsible for assisting the customer in managing the entire lifecycle of their Genetec system(s), including day-to-day operations and maintenance. You will monitor support requests to identify any recurring issues and may recommend changes to products or their usage. You will also hold regular review meetings (QBR) with stakeholders to discuss any issues or problems and review priorities. Finally, you will identify opportunities to upgrade, modify, or add products to meet customer needs more effectively. You will provide reports on product performance to the development team and advise customers on upgrades or new products that may suit their business.Your day at a glance:Assist customer with lifecycle management, including Deployment, Migration, and UpgradeOffer technical support when neededWork with internal support teams to escalate issuesProvide business, technical, and product knowledge support to the customerUnderstand the existing system architecture and become Genetec's Subject Matter Expert (SME) in the customer's environmentAddress product-related questions and technical challengesIdentify areas where operational processes can be improved to enhance the implementation of the Genetec solutions furtherEducate and advise clients on how existing and new product features and functionality work and how they can contribute to their business and operational objectivesStreamline product feature requestsAssist with new product updates and DemosProvide guidance and recommendations on how to optimize system(s)Conduct and coordinate Quarterly Business Reviews (QBR) with the customers' teams to assess current usage and define upcoming prioritiesDocumenting Statement of Work (SOW) based on the review's outcomesInvolve and coordinate with additional Genetec teams (product, sales, executive leadership, etc.) when deemed necessary for the customer's long-term successMaintain current functional and technical knowledge of the Genetec product lineWhat makes you a great fit:Bachelor's Degree in Computer Science, Engineering, Economics, Business Administration is preferred or equivalent experienceMinimum of 3 years of experience in an Account Management, Project Management, or Field Engineering capacityAbility to match client's business requirements with product capabilitiesExcellent interpersonal skills that build positive relationships with other team membersPossesses strong analytical and troubleshooting skills (detail-oriented)Comfortable interfacing with key individuals at major accounts in sensitive situationsMust possess valid driver's license and passportAbility to travel between Canada and the US up to 25% of the timeFluent in English, both verbal and written. Proficiency in French is considered an important asset for this position.Your technical expertise:Knowledge of the ecosystem of Genetec productsDeployment and troubleshooting of security systems such as: Video Surveillance and Access control systemsExcellent administration and troubleshooting knowledge of the various Windows operating systems (Active Directory, SQL, file sharing, IIS, clustering, GPO, performance monitoring, etc.)Excellent knowledge of networking principles and IP protocolsExperience with networking equipment configuration and troubleshooting (switches, routers, etc.)Understanding of network storage (SAN, NAS, iSCSI) principles and best practicesDatabase query and management skillsUnderstanding of server virtualization conceptsExperience with encryption and certificatesMCSE, CCNA, SQL Server, VMware, or similar technical professional certifications considered a plusLet's talk perks!Attractive compensation package with 401K matchTraining Tuition Reimbursement ProgramWork-life balance with a flexible working scheduleWe know that diverse backgrounds and experiences bring great value to our teams. Even if you don't think you tick all the boxes, we still encourage you to apply - your profile may surprise us!Thank you for your application, but please note that only selected candidates will be contacted. Head-hunters and recruitment agencies may not submit resumés/CVs through this Web site or directly to managers.