Job Description
Technical Account Manager | Genetec | Canada
Your team’s dynamic:
As Technical Account Manager, you will be the main point of contact andtechnical account owner for one or multiple accounts (up to 4), reportingdirectly to the Dedicated Client Care Manager. The mission of theProfessional Services team is to help customers achieve success andmaximize value in their investment while mitigating risks, by supportingthe design, deployment, maintenance, and utilization of Genetec’s...
directly to the Dedicated Client Care Manager. The mission of theProfessional Services team is to help customers achieve success andmaximize value in their investment while mitigating risks, by supportingthe design, deployment, maintenance, and utilization of Genetec’ssolution portfolio. Your role as Technical Account Manager will be to ensure the efficientand smooth operations of the Genetec ecosystem within a customer’senvironment while ensuring long-term success of the account(s).You will be responsible for helping customers manage the day-to-dayoperations and maintenance of various Genetec systems. Furthermore, youwill monitor support requests to identify any recurring issues and mayrecommend changes to products or their usage. You will also hold regularreview meetings with customers to discuss any issues or problems andprovide reports to the account stakeholders. Finally, you will identify opportunities to upgrade, modify or addproducts so that they meet customers’ needs more effectively. You providereports on product performance to the development team and advise customerson new products or upgrades that may be suitable for their business.What your day will look like:Provide business, technical, and product knowledge support tocustomerAddress product related questions and technical challengesIdentify areas where operational processes can be improved to furtherenhance the implementation of the Genetec solutionsEducate and advise clients on how existing and new product features andfunctionality work, and how it can contribute to their business andoperational objectivesMonitor accounts to ensure optimal usage and performance of the GenetececosystemFrequently conduct and coordinate tactical operations reviews withclient teamsCoordinate with support organization to ensure client escalations areresolved in due timeInvolve and coordinate with additional Genetec teams (product, sales,executive leadership, etc.) when deemed necessary for the long-term successof the customerPerform quarterly Business reviews and assist in product trainingsneededWork with the various internal team to ensure that Genetec meets and/orsurpasses customer expectations and/or contractual SLAsEnsure productivity tools are used properly and efficiency metrics aremetMaintain current functional and technical knowledge of the entireGenetec product lineEnsures all outstanding business opportunities/up-sell potentials forongoing projects are captured and communicated to the Sales team forfollow-upProvide regular reports on customer status to the Dedicated Client CareManagerMore 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, ProjectManagement or Field Engineering capacityAbility to match client’s business requirements with productcapabilitiesExcellent interpersonal skills that build positive relationships withother team membersPossesses strong analytical and troubleshooting skills(detail-oriented)Comfortable interfacing with key individuals at major accounts insensitive situationsMust possess valid driver’s license and passportAbility to travel between Canada and the US up to 50% of the timeFluent in English, verbal and written (this role requires interactionwith our international collaborators and customers)Technical requirements:Excellent administration and troubleshooting knowledge of the variousWindows 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 bestpractices. Database query and management skills Understanding of server virtualization concepts. Experience with encryption and certificatesMCSE, CCNA, SQL Server, VMware, or similar technical professionalcertifications considered a plusDeployment 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 packageTraining Tuition Reimbursement ProgramWork-life balance with a flexible working scheduleStill not sure if you check every box, but think it’s worth a shot? Welove that enthusiasm!Thank you for your application, but please note that only qualifiedcandidates will be contacted. Head-hunters and recruitment agencies may notsubmit resumés/CVs through this Web site or directly to managers.Tagged as: remote, remote job, virtual, Virtual Job,virtual position, Work at Home, work from home