or email this job to apply later

25% on-site support for the client is required.

The team:

As Technical Account Manager, you will be the main point of contact and technical account owner for one or multiple accounts (up to 4), reporting directly to the Dedicated Client Care Manager. The mission of the Professional Services team is to help customers achieve success and maximize value in their investment while mitigating risks, by supporting the design, deployment, maintenance, and utilization of Genetecs solution portfolio.

Your role as Technical Account Manager will be to ensure the efficient and smooth operations of the Genetec ecosystem within a customers environment while ensuring long-term success of the account(s).

The Technical Account Manager (TAM) is responsible for helping customers manage the day-to-day operations and maintenance of various Genetec systems. Furthermore, the TAM will monitor support requests to identify any recurring issues and may recommend changes to products or their usage. The TAM will also hold regular review meetings with customers to discuss any issues or problems and provide reports to the account stakeholders.

Finally, the TAM will identify opportunities to upgrade, modify or add products so that they meet customers needs more effectively. They provide reports on product performance to the development team and advise customers on new products or upgrades that may be suitable for their business.

What your day will look like:

Provide business, technical, and product knowledge support to customer
Address product related questions and technical challenges
Identify areas where operational processes can be improved to further enhance the implementation of the Genetec solutions
Educate and advise clients on how existing and new product features and functionality work, and how it can contribute to their business and operational objectives
Monitor accounts to ensure optimal usage and performance of the Genetec ecosystem
Frequently conduct and coordinate tactical operations reviews with client teams
Coordinate with support organization to ensure client escalations are resolved in due time
Involve and coordinate with additional Genetec teams (product, sales, executive leadership, etc.) when deemed necessary for the long-term success of the customer
Perform quarterly Business reviews and assist in product trainings needed
Work with the various internal team to ensure that Genetec meets and/or surpasses customer expectations and/or contractual SLAs
Ensure productivity tools are used properly and efficiency metrics are met
Maintain current functional and technical knowledge of the entire Genetec product line
Ensures all outstanding business opportunities/up-sell potentials for ongoing projects are captured and communicated to the Sales team for follow-up
Provide regular reports on customer status to the Dedicated Client Care Manager

About you:

Bachelors 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 clients 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 drivers license and passport
Ability to travel between Canada and the US up to 50% of the time
Ideally, must be fluent in French and English both verbally and written

Technical Requirements:

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
Deployment and troubleshooting of security systems such as:
- Video Surveillance (IP cameras and encoders, video matrices, DVRs, etc.)
- Access control systems (reader, controller, wiring, etc.)

Let's talk perks!

Attractive compensation package
Work-life balance
Flexible working schedule
401K match
Virtual cooking classes
Virtual exercise classes

Would you like to know what it looks like to work at Genetec? Click on the following link to find out for yourself! Genetec Culture

Thank you for your application, but please note that only qualified candidates will be contacted. Head-hunters and recruitment agencies may not submit resums/CVs through this Web site or directly to managers.

Genetec

Apply Online