Technical Account Manager

Genetec•New York, NY

About The Position

Job overview: As Technical Account Manager, you will be the main point of contact and technical account owner for one or multiple accounts (up to 4). 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 Upgrade Work with GTAC and/or Dedicated Client Care specialists to escalate issues and tickets 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

Requirements

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.
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

Nice To Haves

Proficiency in French is considered an important asset for this position.
MCSE, CCNA, SQL Server, VMware, or similar technical professional certifications considered a plus

Responsibilities

Assist customer with lifecycle management, including Deployment, Migration, and Upgrade
Work with GTAC and/or Dedicated Client Care specialists to escalate issues and tickets
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