Lead Account Engineer

For over 35 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide – more than any other video communications service provider – Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications. The Lead Account Engineer serves as the primary technical owner and trusted advisor for assigned customer accounts, providing strategic engineering leadership from pre-sales consultation through implementation, operational support, and ongoing service delivery. This role combines advanced technical expertise in Unified Communications (UC), Audio Visual (AV), Video Conferencing (VC), and Cloud Collaboration platforms with strong customer relationship management, account oversight, and cross-functional leadership. The Lead Account Engineer partners closely with Sales, Customer Success, Program Management, Service Delivery, Solutions Architects, Product Teams, and Client Engineering organizations to ensure customer standards are met, services are successfully deployed, escalations are resolved, and future technology initiatives are aligned with business objectives. The role acts as the primary technical point of contact for key accounts and serves as a senior escalation resource for complex engineering and service-related matters. Key Responsibilities: Account Ownership & Customer Engagement: Serve as the primary technical point of contact and engineering advocate for assigned customer accounts. Develop trusted advisor relationships with customer stakeholders, engineering teams, and executive leadership. Participate in Quarterly Business Reviews (QBRs), service reviews, and strategic planning discussions. Collaborate with Sales, Customer Success, and Program Leadership regarding account health, customer challenges, service opportunities, and technology roadmaps. Review and coordinate customer-driven global upgrades, firmware deployments, infrastructure changes, and engineering initiatives that may impact services. Identify risks, communicate impacts, and coordinate mitigation plans with internal and customer stakeholders. Technical Leadership & Engineering Oversight: Provide senior-level technical leadership across all stages of service deployment, transition, and operational support. Ensure customer engineering standards, governance requirements, and operational procedures are consistently followed. Lead technical reviews for new deployments, room onboardings, platform integrations, and global service initiatives. Oversee onboarding of conference rooms, collaboration platforms, endpoints, and customer assets in accordance with approved SOPs and customer standards. Act as a senior subject matter expert for advanced AV, UC, cloud collaboration, and managed service technologies. Service Delivery & Escalation Management: Serve as the primary escalation…