Genetec

Manage customer lifecycle, provide technical support, and conduct quarterly reviews to optimize system use. | Requires experience in account or project management, technical troubleshooting, and knowledge of security and network systems. | Job overview: As Technical Account Manager, you will be the main point of contact and technical account owner for one or multiple accounts (up to 4). The Professional Services team is a client-focused team, expert in everything Genetec develops, with the mission to complement our partners and ecosystems to enable them deliver the full value potential of our technology for our most sophisticated customers to achieve their business objectives. We are a group of objective-driven technically-skilled professionals, who design, customize, implement, and support tailored solutions servicing the Genetec ecosystem of products and offerings. Your role will be to ensure the efficient and smooth operations of the Genetec ecosystem within the customer environment while ensuring the system's long-term success. You will be responsible for assisting the customer in managing the entire lifecycle of their Genetec system(s), including day-to-day operations and maintenance. You will monitor support requests to identify any recurring issues and may recommend changes to products or their usage. You will also hold regular review meetings (QBR) with stakeholders to discuss any issues or problems and review priorities. Finally, you will identify opportunities to upgrade, modify, or add products to meet customer needs more effectively. You will provide reports on product performance to the development team and advise customers on upgrades or new products that may suit their business. Your day at a glance: Assist customer with lifecycle management, including Deployment, Migration, and Upgrade Work with GTAC and/or Dedicated Client Care specialists to escalate issues and tickets Provide business, technical, and product knowledge support to the customer Understand the existing system architecture and become Genetec’s Subject Matter Expert (SME) in the customer’s environment Address product-related questions and technical challenges Identify areas where operational processes can be improved to enhance the implementation of the Genetec solutions further Educate and advise clients on how existing and new product features and functionality work and how they can contribute to their business and operational objectives Streamline product feature requests Assist with new product updates and Demos Provide guidance and recommendations on how to optimize system(s) Conduct and coordinate Quarterly Business Reviews (QBR) with the customers' teams to assess current usage and define upcoming priorities Documenting Statement of Work (SOW) based on the review's outcomes Involve and coordinate with additional Genetec teams (product, sales, executive leadership, etc.) when deemed necessary for the customer's long-term success Maintain current functional and technical knowledge of the Genetec product line What makes you a great fit: 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, both verbal and written. Proficiency in French is considered an important asset for this position. Your technical expertise: Knowledge of the ecosystem of Genetec products Deployment and troubleshooting of security systems such as: Video Surveillance and Access control systems 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 Let’s talk perks! Attractive compensation package with 401K match Training Tuition Reimbursement Program Work-life balance with a flexible working schedule We know that diverse backgrounds and experiences bring great value to our teams. Even if you don't think you tick all the boxes, we still encourage you to apply - your profile may surprise us! Thank you for your application, but please note that only selected candidates will be contacted. Head-hunters and recruitment agencies may not submit resumés/CVs through this Web site or directly to managers.

Manage customer adoption and proficiency of Genetec Security Center platform by developing relationships, optimizing workflows, and leading training and change management. | 5+ years administering Genetec Security Center software, experience in change management, stakeholder communication, project management, and relevant certifications preferred. | Summary: The Key Account customer success manager works closely with the Enterprise Account Executive to deliver the business outcomes of key accounts. Their focus is to help new key accounts adopt Genetec’s Security Center platform. Once the customer has optimized key worfklows and achieved proficiency in operations and administration of the system, the Key account customer success manager will transition the account to a key account manager, who will be responsible for the partnership as they continue to mature their program and expand their use of the Security Center platform. Your day at a glance: • Develop and maintain relationships with end user, technology partner, and channel partner stakeholders • Understand end user’s key outcomes and assist them in optimizing their workflows to achieve these outcomes • Help customers adopt best practices and become proficient in administering Security Center • Help customers create tailored learning paths for system administrators and operators, and help them navigate the Genetec support and training ecosystem • Assist customer in developing technology program standards • Coordinate and lead QBRs with the key stakeholders from the end user, channel partner, and Genetec account team • Acquire & maintain adequate knowledge of product, services, market, and competition • Foster a collaborative relationship with colleagues • Develop subject matter expertise in real-time security operations and incident management, and access control provisioning What makes you a great fit: • 5 years of experience administering enterprise-level software systems, including Security Center access control and video platforms, with a strong background in software implementation and deployment • Proven experience in change management for enterprise software deployments, including assessing organizational readiness, developing comprehensive change strategies, and guiding stakeholders through technology transitions • Expertise in stakeholder communication and training, risk assessment and mitigation, and process documentation and optimization • Experience managing user adoption for complex software systems, with the ability to measure and report on change effectiveness • Strong project management skills, with excellent written and verbal communication abilities An asset if you have: • Current Genetec certifications (System Design, Omnicast, Synergis, Enterprise & advanced troubleshooting, Mission Control, ClearID, and Operations Center) • 5 years experience administering enterprise Security Center access control & video systems • ASIS CPP and/or PSP certification Let’s talk perks! • Attractive compensation package with 401K match • Training Tuition Reimbursement Program • Work-life balance with a flexible working schedule We know that diverse backgrounds and experiences bring great value to our teams. Even if you don't think you tick all the boxes, we still encourage you to apply - your profile may surprise us! Thank you for your application, but please note that only selected candidates will be contacted. Head-hunters and recruitment agencies may not submit resumés/CVs through this Web site or directly to managers.

Grow market share of Genetec products by managing existing customers, prospecting new business, collaborating with partners, attending industry events, and maintaining CRM discipline. | Requires thorough understanding of public safety and administration operations, established vertical relationships, ability to sell in complex environments, and willingness to travel extensively. | Your team’s dynamic: Genetec is a leading provider of video management, access control products and license plate recognition. A key area of focus is our Public Safety and Public Administration verticals. Our Unified Genetec Solution offers a comprehensive range of products that help agencies meet their operational goals and workflows. The Account Executive (AE) on this team will be responsible for understanding those goals, customer specific workflows, and aligning the Genetec solution accordingly. What your day will look like: Your primary responsibility as Public Safety / Public Admin AE is to grow market share and adoption of Genetec products. Below are the key areas of focus and estimated time allocations: • Existing Customers (30%) • Portfolio Expansion – Understand each customer’s current environment and long-term goals to proactively expand Genetec product usage • Product Adoption – Close consumption gaps by helping customers fully use the platform and become strong advocates for Genetec within their organization • Customer as a Reference- Foster strong relationships that lead to customer advocacy within the public safety community • New Logo Customers (35%) • Prospecting – Proactively identify and pursue new business opportunities • Aligning with the Buying Cycle – Understand where buyers are in the cycle, influence early, promote our grants program, and position Genetec in RFPs when needed • Partner Collaboration (15%) • Account Planning and Target Accounts – Work closely with end user customers, channel partners, and your PAE to align on goals, strategies to drive demand for the platform • Internal Collaboration – Align with Sales Engineers, SMEs, PAEs and the Genetec partner team to minimize conflict and meet customer needs • Marketing (10%) • Tradeshows – Attend and contribute to events focused on Public Safety and Public Admin verticals • End User Groups – Lead and support regional/national user groups to deepen customer engagement and insight • Administrative (10%) • CRM – Maintain disciplined, strategic, and timely CRM activity • Training and Product Knowledge – Continuously expand product and industry expertise through Genetec resources • Internal Systems and Processes – Leverage internal tools, follow internal processes, and HR systems required for the AE role More about you: • Thorough understanding of operations, compliance requirements, and workflows within Public Safety and Public Administration agencies • Established relationships within the vertical • Proven ability to sell to committees and navigate complex, hierarchical procurement environments • Strong understanding of how Genetec products align with end user operations and workflows • Familiarity with vertical-specific tradeshows, associations, and publications • Deep knowledge of procurement processes and requirements used by public sector end users • Ability to anticipate product and market needs based on vertical-specific trends • Comprehensive understanding of the Genetec platform as it relates to Public Safety and Public Admin • Exceptional time management and territory planning skills, particularly in roles requiring significant travel AEs will be evaluated based on their annual targets and performance in the following areas: • Expansion sales with existing customers • New sales with new logo accounts • Strategic technology partnership development and engagement • Leads generated and converted • Number and quality of end-user references • Participation and effectiveness in user groups • CRM management and discipline • Product and industry knowledge • Forecasting and forecasting accuracy Let’s talk perks! • Attractive compensation package with 401K match • Training Tuition Reimbursement Program • Work-life balance with a flexible working schedule Still not sure if you check every box, but think it’s worth a shot? We love that enthusiasm! Thank you for your application, but please note that only qualified candidates will be contacted. Head-hunters and recruitment agencies may not submit resumés/CVs through this Web site or directly to managers.