About the job
The Team Leader for Technical Account Managers (TAM) oversees a dedicated team of TAMs who support strategic clients utilizing the Genetec platform. In this leadership role, you will ensure each TAM delivers exceptional service as the technical account manager for their assigned clients. You will be accountable for team performance, client outcomes, and consistent execution of service commitments across the portfolio. You will serve as the primary level for reporting and escalation.
Additionally, as a team leader, you will manage a select number of strategic accounts directly as a technical account manager.
This position blends leadership, high-level customer engagement, and in-depth technical and operational understanding of enterprise physical security environments. You will collaborate closely with customer service management and support teams to promote proactive service, effective escalation management, and measurable customer value.
Your Day in a Nutshell:
Team Leadership and Management
- Lead, mentor, and develop a team of TAMs dedicated to supporting key accounts.
- Ensure team members adhere to standards and processes.
- Define and monitor key performance indicators (KPIs) for the team and foster continuous improvement.
- Conduct regular one-on-one meetings, performance evaluations, and development plans; implement a succession strategy and encourage internal mobility.
Strategic Client Accountability
- Ensure each account has a clear governance model (stakeholders, cadence, success plan, KPIs) and that TAMs maintain strong client relationships.
- Directly intervene in major incidents, escalations, and renewal risks to restore trust and implement an action plan.
Governance of Statements of Work and Excellence in Delivery
- 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 (SOW) for new enterprise contracts and renewals.
