The Technical Account Manager (TAM) Team Leader oversees a team of Technical Account Managers supporting strategic customers using Genetec’s platform.
Ensure each TAM provides the service as the technical account owner for their assigned customers.
Accountable for team performance, customer outcomes, and consistent execution of service commitments across the portfolio.
Manage a strategic, and limited number of accounts yourself as a Technical Account Manager.
Partner closely with Dedicated Client Care / Support leadership to drive proactive service, effective escalation handling, and measurable customer value.
Define and track team KPIs and drive continuous improvement.
Run regular 1:1s, performance reviews, and development plans; build succession and support 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 trust and drive an action plan.

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
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)
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

Technical Account Manager – Team Lead

Key skills