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