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Technical Account Manager

Genetec • Washington, Washington • 6h ago

Location: candidates may be located in Washington, Oregon or California *

Your team's dynamic:

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 Genetec's solution portfolio.

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.

What your day will look like:

Assist customer with lifecycle management, including Deployment, Migration, and Upgrade

Work with GTAC and/or DCC 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 a Quarterly Business Review (QBR) with the customer team to assess current usage and define upcoming priorities

Be accountable for documenting a 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

More about you:

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 French and English, both verbal and written (this role requires interaction with our international collaborators and customers)

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 with 401K match

Training Tuition Reimbursement Program

Work-life balance with a flexible working schedule

Still not sure if you check every box, but think it's worth a shot? We love that enthusiasm!

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

Genetec

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