Genetec

Unifies video surveillance, access, ALPR

Technical Account Manager

Implementation & Technical Account ManagementConfirmed live in the last 24 hours

Full-timeColumbus, OH, USA

About the Job

Requirements

A bachelor's degree in Computer Science, Engineering, Economics, or Business Administration is preferred, or equivalent experience.
At least 3 years of experience in Account Management, Project Management, or Field Engineering.
Ability to match client business requirements with product capabilities.
Ability to build positive relationships with team members.
Strong analytical and troubleshooting skills, with attention to detail.
Comfort interfacing with key individuals at major accounts in sensitive situations.
Valid driver's license and passport.
Ability to travel between Canada and the US up to 25% of the time.
Ability to work at the customer site five days per week.
Fluency in spoken and written English.
Knowledge of the Genetec product ecosystem.
Experience deploying and troubleshooting security systems, including video surveillance and access control systems.
Administration and troubleshooting knowledge of Windows operating systems, including Active Directory, SQL, file sharing, IIS, clustering, Group Policy Objects, and performance monitoring.
Knowledge of networking principles and IP protocols.
Experience configuring and troubleshooting networking equipment such as switches and routers.
Understanding of network storage principles and best practices, including SAN, NAS, and iSCSI.
Database query and management skills.
Understanding of server virtualization concepts.
Experience with encryption and certificates.

Responsibilities

Serve as the main point of contact and technical account owner for one customer account.
Ensure efficient, smooth operations of the Genetec ecosystem in the customer environment and support the system's long-term success.
Assist the customer with lifecycle management of Genetec systems, including day-to-day operations and maintenance.
Monitor support requests for recurring issues and recommend product or usage changes when appropriate.
Hold regular quarterly business review meetings with stakeholders to discuss issues and review priorities.
Identify opportunities to upgrade, modify, or add products to better meet customer needs.
Report product performance to the development team and advise customers on suitable upgrades or new products.
Assist with customer lifecycle management, including deployment, migration, and upgrades.
Provide technical support when needed and work with internal support teams to escalate issues.
Provide business, technical, and product knowledge support to the customer.
Understand the existing system architecture and serve as Genetec's subject matter expert in the customer's environment.
Address product-related questions and technical challenges.
Identify operational process improvements to further enhance implementation of Genetec solutions.
Educate and advise clients on existing and new product features and functionality and their contribution to business and operational objectives.
Streamline product feature requests.
Assist with new product updates and demonstrations.
Provide guidance and recommendations on optimizing customer systems.
Conduct and coordinate quarterly business reviews with customer teams to assess current usage and define upcoming priorities.
Document statements of work based on review outcomes.
Involve and coordinate with Genetec product, sales, executive leadership, and other teams as needed for the customer's long-term success.
Maintain current functional and technical knowledge of the Genetec product line.

Desired Qualifications

Proficiency in French is an important asset.
MCSE, CCNA, SQL Server, VMware, or similar technical professional certifications are a plus.

Technical Account Manager

Genetec · Columbus, United States · Full-time · Posted 2026-07-24

Salary: USD 100,000–120,000

Workplace: on_site

Department: Professional Services

Description

Job overview:

As Technical Account Manager, you will be the main point of contact and technical account owner for one account. 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
Offer technical support when needed
Work with internal support teams to escalate issues
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
Able to work at the customer site 5 days per week
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.

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About the Company

Genetec

Unifies video surveillance, access, ALPR

Genetec builds open-platform software and hardware that secures physical spaces, supports public safety, and streamlines operations. Its flagship Security Center combines video management, access control, and automatic license plate recognition (ALPR) into one integrated system, along with other security features. Unlike some competitors, Genetec emphasizes an open ecosystem and cross-domain integration, enabling a single platform to work with various devices and partners while helping customers scale without vendor lock-in. The company’s goal is to help organizations reduce complexity, gain better visibility, and adapt their security and operations as needs change.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Montreal, Canada
Founded: 1997

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