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.
Essential Functions and Main Duties
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.
Qualifications
Education / Certification / Experience Required
Bachelor's degree in engineering or related discipline; relevant education and experience accepted in lieu of degree
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
Competencies Required
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
Compensation
The anticipated range for this position is $96,000 to $142,000. Actual placement within the range is dependent on multiple factors, including but not limited to skills, education, experience and location.
Perks and Benefits
Visit our Career page to learn more about Perks & Benefits and working at Nihon Kohden
Working Conditions
Schedule: The regular hours for this full-time position are 8:00 a.m. to 5:00 p.m., Monday-Friday, unless otherwise stated by the department manager. Holiday, weekend, and evening work hours may be required. Regular hours may vary due to the needs of the organization or department and are subject to change at any time at the Company's discretion.
Physical: Generally may require some reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, lifting, carrying up to 20 pounds, finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, and color vision. More specific details may be provided as needed or requested.
Travel: Approximately 80%
Location: Must be local to the San Fernando, CA area
Access to Customer Sites: It is an essential function of this position to perform duties in healthcare facilities, and to achieve the necessary vendor credentialing. As part of this process, it is typically required to provide proof of vaccinations (including for COVID-19), and related personal medical information, and to comply with other criteria as needed to be able to work at customer sites. Typical vendor credentialing expenses will be paid/reimbursed by the Company.
Nihon Kohden America's official EEO policy statement follows. In keeping with this policy, Nihon Kohden America will continue to recruit, hire, train, and promote into all job levels the most qualified persons without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or because he or she is a protected veteran. Similarly, Nihon Kohden America will continue to administer all other personnel matters (such as compensation, benefits, transfers, layoffs, company-sponsored training, education, tuition assistance, and social and recreational programs) in accordance with Company policy. Nihon Kohden America bases employment decisions on objective standards as much as possible in the furtherance of equal employment opportunity.
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Nihon Kohden, please contact Human Resources.