Job overview: The Technical Account Manager (TAM) Team Leader oversees a team of Technical Account Managers supporting strategic customers using Genetec’s platform. As a leader, you ensure each TAM provides the service as the technical account owner for their assigned customers. You are accountable for team performance, customer outcomes, and consistent execution of service commitments across the portfolio. You serve as the first level of report and escalation As a Team Lead, you also manage a strategic, and limited number of accounts yourself as a Technical Account Manager. This role combines people leadership, senior-level customer engagement, and deep technical/operational understanding of enterprise physical security environments. You’ll partner closely with Dedicated Client Care / Support leadership to drive proactive service, effective escalation handling, and measurable customer value. Your day at a glance: Leadership & team management - Lead, coach, and develop a team of TAMs supporting enterprise accounts - Ensure your team members adhere to standards and processes - Define and track team KPIs and drive continuous improvement - Run regular 1:1s, performance reviews, and development plans; build succession and support internal mobility Strategic customer ownership - 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 SOW governance & delivery excellence - Ensure TAM activities align with contractual SOWs: in-scope services, hours, deliverables, and service tiers - Define and enforce standards for scope interpretation, assumptions documentation, and communication of exclusions - Partner with Sales, Legal, and Professional Services on SOW design for new enterprise deals and renewals Incident, SLA & escalation management - Own the escalation framework and ensure TAMs consistently follow it for critical incidents - Review major incidents with the team, drive corrective and preventative actions across Support, Operations, and Engineering Adoption, change management & value realization - Ensure TAMs drive feature adoption, workflow optimization, and measurable outcomes Physical security & integration focus - Guide the team on best practices for integrating Genetec solutions with customer ecosystems (Access control, identity, and third-party systems) - Collaborate with Product and Engineering to feed field insights back into the roadmap and integration priorities Cross-functional collaboration - Partner with Dedicated Client Care / Support for proactive monitoring, health checks, and continuous improvement What makes you a great fit: Experience - 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 Technical skills - 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) Business & Leadership Skills - 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 Who you are - Customer-obsessed and outcome-oriented.  - Calm under pressure, especially during major incidents and escalations.  - Comfortable coaching others, giving clear feedback, and setting high standards.  - Able to operate at both strategic and hands-on levels.  - Collaborative, transparent, and structured in communication.  Let’s talk perks! - Attractive compensation package with 401K match - Training Tuition Reimbursement Program - Work-life balance with a flexible working schedule We know that diverse backgrounds and experiences bring great value to our teams. Even if you don't think you tick all the boxes, we still encourage you to apply - your profile may surprise us! Thank you for your application, but please note that only selected candidates will be contacted. Head-hunters and recruitment agencies may not submit resumés/CVs through this Web site or directly to managers.

Role Description This is a high-impact, customer-facing role for a technical professional who thrives on building strong client partnerships and solving complex challenges. As Senior Technical Account Manager, you will be the trusted technical advisor for enterprise customers, guiding onboarding, adoption, and ongoing success with advanced security and identity solutions. You will collaborate closely with cross-functional teams including Product, Engineering, and Sales to ensure customers achieve measurable outcomes and long-term value. This position involves managing multiple accounts, providing strategic guidance, resolving technical obstacles, and shaping product adoption strategies. - Serve as the technical voice of the customer, advocating for needs and requirements across internal teams - Lead the onboarding process for new customers, ensuring smooth adoption and engagement with technical solutions - Build and maintain strong relationships with key stakeholders, acting as a strategic advisor and partner to leadership - Monitor customer usage, identify upsell and renewal opportunities, and support account growth initiatives - Collaborate with Product teams to drive adoption, inform feature development, and educate customers on platform capabilities - Proactively identify and resolve technical obstacles, ensuring customers achieve their objectives efficiently - Manage the customer lifecycle, including strategy sessions, architecture reviews, training, and quarterly business reviews - Collect and analyze customer feedback, track health metrics, and prioritize requests with internal teams - Develop and implement repeatable processes to maximize adoption and customer success across your portfolio Qualifications - 5+ years of experience in technical customer-facing roles, such as Technical Account Manager, Solution Architect, Solution Engineering, or Customer Success Engineer - Strong problem-solving skills with the ability to troubleshoot complex technical issues independently - Proven experience delivering Cybersecurity or Identity solutions to large enterprise customers - Comfortable interfacing with technical end-users, including IT practitioners, Developers, DevOps, and Security Teams - Track record of increasing customer satisfaction, adoption, and retention - Experience in early-stage or high-growth companies is highly preferred - Ability to manage multiple accounts simultaneously with strong attention to detail - Excellent communication, presentation, and interpersonal skills, including engaging with executive and C-level stakeholders - Self-motivated, collaborative, and detail-oriented, with a demonstrated ability to own customer relationships end-to-end Benefits - Competitive compensation package with opportunities for performance-based growth - Comprehensive healthcare benefits including medical, dental, and vision coverage - Flexible work arrangements in a dynamic, international environment - Professional development opportunities and career advancement in a rapidly growing organization - Collaborative, mission-driven culture focused on learning, innovation, and impact

About Simply.TV At Simply.TV, we're redefining how the world experiences TV metadata. As a leading provider of advanced, AI-driven metadata solutions, we empower broadcasters, streaming platforms, and telecom operators to deliver smarter, more engaging content discovery experiences. From next-gen EPG (Electronic Program Guide) data to rich content enrichment, we enable our partners to stay ahead in a rapidly evolving media landscape. Headquartered in Copenhagen, and supported by 400+ of us worldwide, our data fuels user interfaces that are used by millions of viewers every day — and we’re just getting started. Whether you're passionate about media technology, data engineering, or customer success, Simply.TV is the place to shape the future of TV — and have fun doing it. Join us, and let’s make content discovery simple, powerful, and inspiring! The Role As a Technical Account Manager, you’ll take ownership of a portfolio of key clients across the DACH region, acting as their primary technical expert and trusted advisor. From day one, you’ll lead seamless onboarding experiences, guide complex product integrations, drive adoption, and ensure smooth day-to-day operations. You’ll troubleshoot technical challenges, work closely with cross-functional teams across Europe, and run strategic check-ins to ensure clients extract maximum value from Simply.TV. This role is ideal for candidates with a strong engineering or technical background, capable of working confidently with software systems, APIs, and product integrations. You’ll rapidly develop a deep understanding of our platform, design practical solutions for clients, and guide them through technical implementations and ongoing optimization. Beyond client support, you’ll convert field insights into actionable improvements—translating technical requirements into product enhancements and collaborating closely with Product, Implementation, and Sales teams. You’ll also identify opportunities for growth through technical upselling and solution expansion. Your success will be measured by the technical value you deliver, your ability to solve client challenges, and the lasting impact you create on client operations—while continuing to build strong client relationships.

About Simply.TV At Simply.TV, we're redefining how the world experiences TV metadata. As a leading provider of advanced, AI-driven metadata solutions, we empower broadcasters, streaming platforms, and telecom operators to deliver smarter, more engaging content discovery experiences. From next-gen EPG (Electronic Program Guide) data to rich content enrichment, we enable our partners to stay ahead in a rapidly evolving media landscape. Headquartered in Copenhagen, and supported by 400+ of us worldwide, our data fuels user interfaces that are used by millions of viewers every day — and we’re just getting started. Whether you're passionate about media technology, data engineering, or customer success, Simply.TV is the place to shape the future of TV — and have fun doing it. Join us, and let’s make content discovery simple, powerful, and inspiring! The Role As a Technical Account Manager, you’ll take ownership of a portfolio of key clients across the DACH region, acting as their primary technical expert and trusted advisor. From day one, you’ll lead seamless onboarding experiences, guide complex product integrations, drive adoption, and ensure smooth day-to-day operations. You’ll troubleshoot technical challenges, work closely with cross-functional teams across Europe, and run strategic check-ins to ensure clients extract maximum value from Simply.TV. This role is ideal for candidates with a strong engineering or technical background, capable of working confidently with software systems, APIs, and product integrations. You’ll rapidly develop a deep understanding of our platform, design practical solutions for clients, and guide them through technical implementations and ongoing optimization. Beyond client support, you’ll convert field insights into actionable improvements—translating technical requirements into product enhancements and collaborating closely with Product, Implementation, and Sales teams. You’ll also identify opportunities for growth through technical upselling and solution expansion. Your success will be measured by the technical value you deliver, your ability to solve client challenges, and the lasting impact you create on client operations—while continuing to build strong client relationships.