Technical Account Manager- Team Lead

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

• 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.

• Attractive compensation package with 401K match
• Training Tuition Reimbursement Program
• Work-life balance with a flexible working schedule