Technical Account Manager

About Us

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.

We are 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.

The Role

You will be the main point of contact and technical account owner for one account.

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 Upgrade
• Offer technical support when needed
• 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 the implementation of the Genetec solutions further
• Educate and advise clients on how existing and new product features and functionality work and how they can contribute to their business and operational objectives
• Streamline product feature requests
• Assist with new product updates and Demos
• Provide 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 priorities
• Documenting Statement of Work (SOW) based on the review's outcomes
• Involve and coordinate with additional Genetec teams (product, sales, executive leadership, etc.) when deemed necessary for the customer's long-term success
• Maintain current functional and technical knowledge of the Genetec product line

What Makes You a Great Fit

• Bachelor’s Degree in Computer Science, Engineering, Economics, Business Administration is preferred or equivalent experience
• Minimum of 3 years of experience in an Account Management, Project Management, or Field Engineering capacity
• Ability to match client’s business requirements with product capabilities
• Excellent interpersonal skills that build positive relationships with other team members
• Possesses strong analytical and troubleshooting skills (detail-oriented)
• Comfortable interfacing with key individuals at major accounts in sensitive situations
• Must possess 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 considered an important asset for this position.

Your Technical Expertise

• Knowledge of the ecosystem of Genetec products
• Deployment and troubleshooting of security systems such as: Video Surveillance and Access control systems
• Excellent 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 protocols
• Experience with networking equipment configuration and troubleshooting (switches, routers, etc.)
• 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 professional certifications considered a plus