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Technical Account Manager
2 months ago
The Technical Account Manager (TAM) is responsible for managing a designated client relationship from a technical services viewpoint following installation. The TAM serves as the primary contact for a key client and associated sites, addressing both ongoing support and specific issues as they arise.
Acting as a bridge between the client and internal teams, the TAM ensures that any technical challenges are addressed promptly, leveraging expertise in Nihon Kohden products. This role demands a profound technical comprehension of our offerings and their integration with client IT systems. In instances of client concerns, the TAM will engage in hands-on troubleshooting and orchestrate the resolution process by collaborating with relevant internal support and engineering teams.
This position is designed to foster a proactive relationship with the assigned client account, working closely with sales representatives and other team members to deliver a service-oriented experience.
The TAM will collaborate with the account executive to facilitate quarterly business reviews with client representatives, assessing past activities and reported issues to enhance the overall client experience and satisfaction. Typically, a TAM is designated to a specific strategic client, although this may vary based on organizational needs.
Key Responsibilities
- Act as the main point of contact for assigned accounts, focusing on service delivery and technical support.
- Proactively manage client relationships to ensure satisfaction and service excellence.
- Lead on-site support initiatives related to troubleshooting and resolving client issues.
- Coordinate with internal teams to ensure effective completion of support tasks related to client needs.
- Participate in technical discussions with multiple complex patient monitoring teams.
- Comply with all company policies and ethical standards.
- Responsibilities may be adjusted based on business requirements.
Qualifications
Education / Certification / Experience Required
- Bachelor's degree in engineering or a related field; relevant experience may substitute for formal education.
- Preferred certifications include networking (e.g., Cisco) and Solutions Architect (e.g., AWS).
- Minimum of 5 years of experience in networking, design, and troubleshooting.
- Experience in enterprise software development and client relationship management.
- Background in service project management is advantageous.
- Prior roles as a software engineer, service manager, or solutions architect are preferred.
- Extensive experience in a customer-focused technical environment is essential.
- Compensation and level will vary based on location, experience, education, and skills.
Essential Skills
- Strong technical knowledge of products and systems.
- Proficient in Microsoft Office and relevant software applications.
- Excellent analytical and problem-solving abilities.
- Ability to make timely and informed decisions.
- Exceptional verbal and written communication skills.
- Strong organizational and planning capabilities.
- Effective conflict resolution skills.
- Ability to collaborate with diverse teams including IT, construction, and electrical.
- Must communicate effectively in English, both verbally and in writing.
- Able to work independently and as part of a team.
Compensation
The anticipated salary range for this position is between $96,000 and $142,000, influenced by factors such as skills, education, experience, and location.
Benefits
For more information on perks and benefits, please refer to our Career page.
Working Conditions
Schedule: This full-time role typically operates from 8:00 a.m. to 5:00 p.m., Monday through Friday, with potential for holiday, weekend, and evening hours as needed.
Physical Requirements: The role may involve physical activities such as reaching, bending, lifting up to 20 pounds, and other movements as necessary.
Travel: This position requires approximately 80% travel.
Access to Client Sites: Performing duties in healthcare facilities is essential, necessitating vendor credentialing, which may include proof of vaccinations and compliance with other requirements.
