Technical Account Manager
Genetec
- Vancouver, BC
- Permanent
- Full-time
- Provide business, technical, and product knowledge support to customer
- Address product related questions and technical challenges
- Identify areas where operational processes can be improved to further enhance the implementation of the Genetec solutions
- Educate and advise clients on how existing and new product features and functionality work, and how it can contribute to their business and operational objectives
- Monitor accounts to ensure optimal usage and performance of the Genetec ecosystem
- Frequently conduct and coordinate tactical operations reviews with client teams
- Coordinate with support organization to ensure client escalations are resolved in due time
- Involve and coordinate with additional Genetec teams (product, sales, executive leadership, etc.) when deemed necessary for the long-term success of the customer
- Perform quarterly Business reviews and assist in product trainings needed
- Work with the various internal team to ensure that Genetec meets and/or surpasses customer expectations and/or contractual SLAs
- Ensure productivity tools are used properly and efficiency metrics are met
- Maintain current functional and technical knowledge of the entire Genetec product line
- Ensures all outstanding business opportunities/up-sell potentials for ongoing projects are captured and communicated to the Sales team for follow-up
- Provide regular reports on customer status to the Dedicated Client Care Manager
- 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, verbal and written (this role requires interaction with our international collaborators and customers)
- 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.)
- Attractive compensation package
- Training Tuition Reimbursement Program
- Work-life balance with a flexible working schedule