• 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