Genetec

Technical Account Manager – Team Lead

Genetec

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Job Level

Senior

About the role

  • The Technical Account Manager (TAM) Team Leader oversees a team of Technical Account Managers supporting strategic customers using Genetec’s platform.
  • Ensure each TAM provides the service as the technical account owner for their assigned customers.
  • Accountable for team performance, customer outcomes, and consistent execution of service commitments across the portfolio.
  • Manage a strategic, and limited number of accounts yourself as a Technical Account Manager.
  • Partner closely with Dedicated Client Care / Support leadership to drive proactive service, effective escalation handling, and measurable customer value.
  • Define and track team KPIs and drive continuous improvement.
  • Run regular 1:1s, performance reviews, and development plans; build succession and support internal mobility.
  • 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.

Requirements

  • 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
  • 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)
  • 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
Benefits
  • Attractive compensation package with 401K match
  • Training Tuition Reimbursement Program
  • Work-life balance with a flexible working schedule
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Technical Account ManagementCustomer Success EngineeringSystems EngineeringSolutions EngineeringProject ManagementComplex DeploymentsRoot-Cause AnalysisMetrics BuildingSLA DashboardsPhysical Security Concepts
Soft Skills
LeadershipMentoringCommunicationOrganizational SkillsPlanningCustomer Relationship ManagementStakeholder ManagementPerformance ManagementContinuous ImprovementConflict Resolution