• Build Trusted Customer Partnerships • Develop strong, long-term relationships with key stakeholders in assigned accounts • Lead customer calls to answer questions, provide guidance, and drive successful outcomes • Understand each client’s business goals and technical environment • Serve as the primary technical contact for your accounts • Troubleshoot complex issues and guide customers through resolutions • Provide best practices, product training, and technical recommendations • Help customers fully leverage platform features and functionality • Identify opportunities for optimization, expansion, and growth • Share customer feedback with Product and Engineering to influence roadmap decisions • Oversee implementations, data transfers, and other technical initiatives • Ensure projects are delivered on time and within scope • Document processes, solutions, and technical knowledge • Mentor junior TAMs and support onboarding of new team members

• Assist customer with lifecycle management, including Deployment, Migration, and Upgrade • Work with GTAC and/or Dedicated Client Care specialists to escalate issues and tickets • Provide business, technical, and product knowledge support to the customer • Understand the existing system architecture and become Genetec’s Subject Matter Expert (SME) in the customer’s environment • Address product-related questions and technical challenges • Identify areas where operational processes can be improved to enhance the implementation of the Genetec solutions further • Educate and advise clients on how existing and new product features and functionality work and how they can contribute to their business and operational objectives • Streamline product feature requests • Assist with new product updates and Demos • Provide guidance and recommendations on how to optimize system(s) • Conduct and coordinate Quarterly Business Reviews (QBR) with the customers' teams to assess current usage and define upcoming priorities • Documenting Statement of Work (SOW) based on the review's outcomes • Involve and coordinate with additional Genetec teams (product, sales, executive leadership, etc.) when deemed necessary for the customer's long-term success • Maintain current functional and technical knowledge of the Genetec product line

• Own the technical success of a portfolio of customers, serving as the primary technical point of contact • Execute customer-specific technical plans to support onboarding, integrations, and ongoing product adoption • Identify and address technical risks, usage gaps, and integration issues, escalating complex problems when needed • Lead resolution of customer technical issues by coordinating with Support, Engineering, Product, and Customer Success • Partner with Customer Success Managers to remove technical blockers and improve customer outcomes • Provide guidance on CRM, marketing automation, and Salesforce-based integrations using established best practices • Communicate technical concepts, recommendations, and status updates clearly to customer stakeholders • Contribute customer feedback and recurring technical themes to internal teams

• Support the technical success of a portfolio of customers under the guidance of senior TAMs or CSMs. • Assist with customer onboarding, integrations, and configuration activities following established best practices. • Help identify technical issues, adoption gaps, and data quality problems, escalating appropriately and tracking through resolution. • Partner with Customer Success Managers to address technical questions and remove blockers to customer adoption. • Participate in troubleshooting and resolution of customer-reported technical issues in collaboration with Support and Engineering. • Document customer environments, technical decisions, and recurring issues to improve internal knowledge and continuity. • Communicate technical concepts clearly to customers, with support from more senior team members as needed. • Build product and domain expertise in CRM, marketing automation, and Demandbase integrations.