Team Leader, Technical Account Manager

Role Overview

• Lead, mentor, and develop a team of Technical Account Managers (TAMs) responsible for supporting enterprise accounts
• Ensure team members adhere to standards and processes
• Define and track team key performance indicators (KPIs) and drive continuous improvement
• Conduct regular one-on-one meetings, performance reviews, and development plans; implement succession planning and promote 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 confidence and implement an action plan
• Ensure TAM activities comply with contractual statements of work: covered services, hours, deliverables, and service levels
• Define and enforce standards for scope interpretation, documentation of assumptions, and communication of exclusions
• Collaborate with Sales, Legal, and Professional Services teams to design Statements of Work (SOWs) for new enterprise contracts and renewals
• Own the escalation framework and ensure TAMs consistently follow it for critical incidents
• Review major incidents with the team and implement corrective and preventive actions across Support, Operations, and Engineering teams
• Ensure TAMs drive feature adoption, workflow optimization, and delivery of measurable outcomes
• Guide the team in adopting best practices for integrating Genetec solutions into customer ecosystems (access control, identity management, and third-party systems)
• Collaborate with Product and Engineering teams to incorporate field feedback into the roadmap and integration priorities
• Partner with the customer success and support organization to ensure proactive monitoring, health checks, and continuous improvement

Requirements

• Minimum 3 years' experience in technical account management, customer success engineering, systems/solutions engineering, project management, or a similar technical customer-facing role
• Demonstrated ability to lead or manage others (people management, team lead, or proven informal leadership)
• Experience managing technical customer relationships; comfortable managing a portfolio of accounts
• Experience with complex deployments (multi-site, multi-vendor, high availability) and with managing executive-level stakeholders
• Customer-focused and results-driven
• Able to remain calm under pressure, especially during major incidents and escalations
• Comfortable coaching others, providing clear feedback, and setting high standards
• Able to operate at both strategic and hands-on levels
• Collaborative, transparent, and structured communicator
• Fluent in French and English, both spoken and written (this role requires interaction with international colleagues and customers)

Benefits

• Competitive compensation package
• Training reimbursement program
• Work-life balance supported by flexible working hours
• Subsidized meals at our on-site bistro (Les Cordons Bleus)
• Free unlimited coffee and fruit
• Complimentary employee parking
• On-site fitness center with a personal trainer, plus regular health and wellness workshops