Key Account Success Manager

Summary

The Key Account Customer Success Manager works closely with the Enterprise Account Executive to deliver the business outcomes of key accounts. Their focus is to help new key accounts adopt Genetec's Security Center platform. Once the customer has optimized key workflows and achieved proficiency in operations and administration of the system, the Key Account Customer Success Manager will transition the account to a Key Account Manager, who will be responsible for the partnership as they continue to mature their program and expand their use of the Security Center platform.

• Develop and maintain relationships with end user, technology partner, and channel partner stakeholders
• Understand end user's key outcomes and assist them in optimizing their workflows to achieve these outcomes
• Help customers adopt best practices and become proficient in administering Security Center
• Help customers create tailored learning paths for system administrators and operators, and help them navigate the Genetec support and training ecosystem
• Assist customer in developing technology program standards
• Coordinate and lead QBRs with the key stakeholders from the end user, channel partner, and Genetec account team
• Acquire & maintain adequate knowledge of product, services, market, and competition
• Foster a collaborative relationship with colleagues
• Develop subject matter expertise in real-time security operations, incident management, and access control provisioning

• 5 years of experience administering enterprise-level software systems, including Security Center access control and video platforms, with a strong background in software implementation and deployment
• Proven experience in change management for enterprise software deployments, including assessing organizational readiness, developing comprehensive change strategies, and guiding stakeholders through technology transitions
• Expertise in stakeholder communication and training, risk assessment and mitigation, and process documentation and optimization
• Experience managing user adoption for complex software systems, with the ability to measure and report on change effectiveness
• Strong project management skills, with excellent written and verbal communication abilities

• Current Genetec certifications (System Design, Omnicast, Synergis, Enterprise & advanced troubleshooting, Mission Control, ClearID, and Operations Center)
• 5 years experience administering enterprise Security Center access control & video systems
• ASIS CPP and/or PSP certification

• 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.