Technical Account Manager- Team Lead

Genetec • Austin, TX • 4h ago

Job overview:

The Technical Account Manager (TAM) Team Leader oversees a team of Technical Account Managers supporting strategic customers using Genetec's platform. As a leader, you ensure each TAM provides the service as the technical account owner for their assigned customers. You are accountable for team performance, customer outcomes, and consistent execution of service commitments across the portfolio. You serve as the first level of report and escalation

As a Team Lead, you also manage a strategic, and limited number of accounts yourself as a Technical Account Manager.

This role combines people leadership, senior-level customer engagement, and deep technical/operational understanding of enterprise physical security environments. You'll partner closely with Dedicated Client Care / Support leadership to drive proactive service, effective escalation handling, and measurable customer value.

Your day at a glance:

Leadership & team management

Lead, coach, and develop a team of TAMs supporting enterprise accounts

Ensure your team members adhere to standards and processes

Define and track team KPIs and drive continuous improvement

Run regular 1:1s, performance reviews, and development plans; build succession and support internal mobility

Strategic customer ownership

Ensure each account has a clear governance model (stakeholders, cadence, success plan, KPIs) and that TAMs maintain strong customer relationships

Intervene directly in major incidents, escalations, and renewal risks to restore trust and drive an action plan

SOW governance & delivery excellence

Ensure TAM activities align with contractual SOWs: in-scope services, hours, deliverables, and service tiers

Define and enforce standards for scope interpretation, assumptions documentation, and communication of exclusions

Partner with Sales, Legal, and Professional Services on SOW design for new enterprise deals and renewals

Incident, SLA & escalation management

Own the escalation framework and ensure TAMs consistently follow it for critical incidents

Review major incidents with the team, drive corrective and preventative actions across Support, Operations, and Engineering

Adoption, change management & value realization

Ensure TAMs drive feature adoption, workflow optimization, and measurable outcomes

Physical security & integration focus

Guide the team on best practices for integrating Genetec solutions with customer ecosystems (Access control, identity, and third-party systems)

Collaborate with Product and Engineering to feed field insights back into the roadmap and integration priorities

Cross-functional collaboration

Partner with Dedicated Client Care / Support for proactive monitoring, health checks, and continuous improvement

What makes you a great fit:

Experience

3+ years in Technical Account Management, Customer Success Engineering, Systems/Solutions Engineering, Project Management, or a similar customer-facing technical role

Ability in leading or mentoring others (people management, team lead, or demonstrated informal leadership)

Experience owning technical customer relationships; comfortable managing a portfolio of accounts

Experience with complex deployments (multi-site, multi-vendor, high availability) and executive stakeholder management

Technical skills

Understanding of physical security concepts: devices, firmware, VMS/access control, event, and alarm flows

Ability to translate contractual language (SOW/SLAs) into operational commitments and measurable deliverables

Structured approach to root-cause analysis and driving cross-functional resolution (Support/Operations/Engineering)

Business & Leadership Skills

Strong presence and communication skills; able to speak fluently with both technical and business stakeholders

Experience building and using metrics: customer health scores, SLA dashboards, adoption metrics, and renewal/expansion indicators

Strong planning and organizational skills; comfortable handling multiple high-priority initiatives concurrently

Who you are

Customer-obsessed and outcome-oriented.

Calm under pressure, especially during major incidents and escalations.

Comfortable coaching others, giving clear feedback, and setting high standards.

Able to operate at both strategic and hands-on levels.

Collaborative, transparent, and structured in communication.

Let's talk perks!

Attractive compensation package with 401K match

Training Tuition Reimbursement Program

Work-life balance with a flexible working schedule

We 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.

Genetec

Go to Apply

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