Chef d'équipe / Team Leader - Technical Account Manager

Genetec

Job Overview

Location

Montreal, Quebec, Canada

Employment Type

Full-time

Work Arrangement

Hybrid

Sector

Information Technology & Software

Experience Level

Mid-level (3-5 years)

Application Deadline

April 29, 2026

About the Company

At Genetec, we believe that everyone’s voice deserves to be heard, and we are committed to fostering an environment where you can learn and grow to maximize your potential.

Our global family, comprising over 2000 individuals, is built on a foundation of diverse talents united by a passion for technology. We encourage innovation and are quick to embrace new ideas, even if it means taking calculated risks.

We are proud to work alongside some of the coolest, smartest, and most supportive colleagues. This collaborative spirit is a key reason why we have been recognized as one of Montreal’s Top Employers for over a decade.

If you're looking to join a dynamic and forward-thinking team, explore our current job openings or share them with a friend!

Job Description

We are seeking a dynamic Team Leader for our Technical Account Manager (TAM) group to oversee a team dedicated to supporting our strategic clients on the Genetec platform.

In this pivotal role, you will ensure each TAM effectively serves as the technical account owner for their assigned customers, driving team performance, achieving customer outcomes, and consistently executing service commitments.

You will also personally manage a select group of strategic accounts as a Technical Account Manager, blending people leadership with senior-level customer engagement and a deep understanding of enterprise physical security environments.

This position requires close collaboration with Dedicated Client Care and Support leadership to foster proactive service delivery, effective escalation management, and demonstrable customer value.

Key responsibilities include leading, coaching, and developing your TAM team, ensuring adherence to standards, defining and tracking KPIs, and conducting regular performance reviews. You will also own the strategic customer relationship, intervening in major incidents and renewal risks, and ensuring contractual SOWs and SLAs are met with excellence.

Your technical expertise in physical security concepts, coupled with your ability to translate contractual language into operational commitments, will be crucial. You will guide the team on best practices for integrating Genetec solutions and collaborate with Product and Engineering to influence the roadmap.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

Technical Account ManagementCustomer Relationship ManagementTeam LeadershipPhysical Security ConceptsVMSAccess ControlSOW InterpretationSLA ManagementRoot Cause AnalysisCross-functional CollaborationFrenchEnglish

Key Responsibilities

Lead, coach, and develop a team of Technical Account Managers supporting enterprise accounts.
Ensure team members adhere to established standards and processes.
Define, track, and drive continuous improvement of team Key Performance Indicators (KPIs).
Conduct regular one-on-one meetings, performance reviews, and development plans.
Oversee strategic customer ownership, ensuring clear governance models and strong customer relationships.
Intervene in major incidents, escalations, and renewal risks to restore trust and drive action plans.
Ensure TAM activities align with contractual Statements of Work (SOWs), including services, hours, deliverables, and service tiers.
Define and enforce standards for scope interpretation, assumption documentation, and exclusion communication.
Partner with Sales, Legal, and Professional Services on SOW design for new and renewed enterprise deals.
Own the escalation framework and ensure TAMs consistently follow it for critical incidents.
Review major incidents with the team and drive corrective and preventative actions across Support, Operations, and Engineering.
Ensure TAMs drive feature adoption, workflow optimization, and measurable customer outcomes.
Guide the team on best practices for integrating Genetec solutions with customer ecosystems.
Collaborate with Product and Engineering to provide field insights for roadmap and integration priorities.
Partner with Dedicated Client Care / Support for proactive monitoring, health checks, and continuous improvement.
Manage a limited number of strategic accounts personally as a Technical Account Manager.

Qualifications

Minimum of 3 years of experience in Technical Account Management, Customer Success Engineering, Systems/Solutions Engineering, Project Management, or a similar customer-facing technical role.
Demonstrated ability to lead or mentor others (people management, team lead, or informal leadership experience).
Experience owning technical customer relationships and managing a portfolio of accounts.
Experience with complex deployments (multi-site, multi-vendor, high availability) and executive stakeholder management.
Customer-obsessed and outcome-oriented mindset.
Ability to remain calm under pressure, especially during major incidents and escalations.
Comfortable coaching others, providing clear feedback, and setting high standards.
Ability to operate at both strategic and hands-on levels.
Collaborative, transparent, and structured communication style.
Fluent in both French and English, verbal and written, for international interactions.

Benefits & Perks

Attractive compensation package
Training Tuition Reimbursement Program
Flexible working schedule for work-life balance
Subsidized meals at the Bistro (Les Cordons Bleus)
Free, unlimited coffee and fruits
Private, free parking for all employees
Onsite fitness facility with a personal trainer
Multiple wellness and health workshops

How to Apply

Please note that only selected candidates will be contacted.

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In the rapidly evolving landscape of enterprise physical security solutions, Genetec is experiencing significant growth, particularly in its platform adoption and integration services. This role demands a deep understanding of physical security concepts, including devices, firmware, VMS, access control systems, and event/alarm flows. The ability to translate complex contractual language, such as Statements of Work (SOWs) and Service Level Agreements (SLAs), into actionable operational commitments and measurable deliverables is paramount. A structured approach to root-cause analysis and driving cross-functional resolutions across Support, Operations, and Engineering will directly impact customer retention and value realization, signaling a critical leadership position for organizational growth.