Technical Account Manager

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Support customers with lifecycle management, including Deployment, Migration, and Upgrade.

• Provide technical assistance as required.

• Collaborate with internal support teams to escalate issues effectively.

• Deliver business, technical, and product knowledge support to the customer.

• Gain a thorough understanding of the existing system architecture and become Genetec’s Subject Matter Expert (SME) within the customer's environment.

• Address inquiries related to product and tackle technical challenges.

• Identify opportunities for enhancing operational processes to improve the implementation of Genetec solutions.

• Educate and guide clients on how existing and new product features and functionalities can benefit their business and operational goals.

• Streamline requests for product features.

• Assist with updates on new products and conduct Demos.

• Offer guidance and recommendations for optimizing system(s).

• Organize and lead Quarterly Business Reviews (QBR) with customer teams to evaluate current usage and establish future priorities.

• Document the Statement of Work (SOW) based on the outcomes of the reviews.

• Engage and coordinate with additional Genetec teams (product, sales, executive leadership, etc.) as necessary for the customer’s long-term success.

• Stay updated with the current functional and technical knowledge of the Genetec product line.

⛳️ Requirements

• A Bachelor’s Degree in Computer Science, Engineering, Economics, Business Administration is preferred, or equivalent experience.

• At least 3 years of experience in Account Management, Project Management, or Field Engineering roles.

• Ability to align client business requirements with product capabilities.

• Excellent interpersonal skills to foster positive relationships with team members.

• Strong analytical and troubleshooting abilities (detail-oriented).

• Comfortable engaging with key individuals at major accounts in sensitive situations.

• Must hold a valid driver’s license and passport.

• Willingness to travel between Canada and the US up to 25% of the time.

• Fluent in English, both spoken and written. Proficiency in French is considered a significant asset for this role.

🏝️ Benefits

• Competitive compensation package with 401K matching.

• Training Tuition Reimbursement Program.

• Work-life balance with a flexible working schedule.