The Strategic Technical Account Manager (STAM) owns an assigned client relationship from a technical services perspective post installation. The STAM is the focal point/contact for an assigned key client and assigned sites on either a sustaining or issue related basis. The STAM is a liaison for the client to NK internal teams as required for any issue related activity, acting as a technical subject matter expert for the Nihon Kohden products. This is a highly technical role that requires deep technical understanding of Nihon Kohden products and their integration with customer IT and customer information systems. In the case of customer issues, the STAM is responsible for hands on debugging and coordinating the resolution of the issues – coordinating with the appropriate internal NK support and/or engineering teams.This is a high touch contact role designed to drive proactive improvement and maintain an actively managed relationship with the assigned client account. The STAM will work in partnership with the sales AE’s and all other team members with assigned responsibility as the technical service focused representative. The STAM will assist the account AE to conduct quarterly QBR’s with client representatives to review past daily activities and issues reported, and to use that information in partnership with NK clients to improve their overall experience, relationship, and satisfaction. In general, a STAM will be assigned to a specific strategic client, or at the discretion of executive leadership, to other clients for other reasons.

• Serve as the primary point of contact for assigned accounts as a service focused technical representative.• Proactively manages the client relationship from a services and support delivery perspective ensuring client satisfaction.• Lead and hands-on onsite support activities related to troubleshooting and resolution of issues on behalf of their assigned client.• Coordinate with internal NK teams to ensure successful completion of support tasks and activities related to reported issues or processes in support of their assigned clients.• Ability to effectively participate and technically advise multiple complex patient monitoring teams.• Adhere to all company policies, procedures, and business ethics codes.• Duties may be modified or assigned at any time based on business need.

• Bachelor’s degree in engineering or related discipline; relevant education and experience accepted in lieu of degree• Network certification (e.g., Cisco) preferred• Solutions Architect certification (e.g., AWS) preferred• 5+ years of experience in networking, network design, and network issue troubleshooting• Enterprise software development experience• Client relationship management experience• Service project management experience • Previous experience as a software engineer, service manager, or solutions architect preferred• A high degree of experience in a high touch customer focused technical organization• Level and compensation depends on location, experience, education and skills• Strong technical knowledge of products and systems• Proficient with Microsoft Office suite, and other relevant programs pertaining to products• Strong analytical and problem-solving skills• Ability to make and commit to appropriate decisions in a timely manner• Excellent verbal and written communication skills• Excellent planning and organizational skills• Excellent conflict management skills• Ability to work cohesively with various specialties including construction, IT, electrical, and similar• Must be able to communicate verbally and in writing, and to receive and understand verbal and written instructions in English• Able to work effectively both independently and in a collaborative team environment