• The Technical Account Manager - Europe works with customers, industry partners, and the team to promote and support Nova-Tech Engineering’s technologies and equipment utilization • This position is responsible for installing machines and providing technical support and customer service • Following Nova-Tech Engineering’s training, this role will perform mechanical field repairs and maintenance on Nova-Tech Engineering equipment • This position requires exceptional relationship management skills, attention to detail, and the ability to follow established procedures and offer suggestions for improvement • Serve as the primary contact for assigned customer accounts, delivering exceptional service and long-term partnership through timely, clear communication • Build and maintain strong relationships with customers and hatchery leadership; resolve issues promptly and professionally • Proactively manage accounts through routine on-site visits, system installations, customer training, and documentation • Develop strong product and service knowledge to recommend data-driven customer solutions • Ensure customer understanding of contractual terms and support timely payment compliance • Monitor customer data, system connectivity, and performance trends; communicate insights and concerns to appropriate stakeholders • Evaluate treatment processes and collaborate with technical teams on outcomes and quality feedback • Attend industry events and company trainings as required • Follow company policies and procedures and contribute as a collaborative team member aligned with company values

• Prepare and deliver compelling technical presentations, demos, and webinars • Providing in-depth technical expertise and tailored post-sales content based on customer needs • Cultivate strong relationships with clients, acting as a trusted advisor and technical point of contact • Drive adoption and further implementation of LocalStack across different teams by engaging in discovery sessions, addressing technical objections • Work with product and engineering organization on actionable product feedback from customer interactions

• Work closely with Resource Management to oversee project resource management responsibilities, including but not limited to, resource allocation and tracking of technical resources across customer engagements. • Manage and oversee customer onboarding, ensuring seamless implementation and integration of products/services into existing systems. • Collaborating closely with the Sales team, serve as the primary point of contact and trusted advisor for customers post-sales, from contract signing and throughout the entire customer lifecycle, including technical implementations, renewals, and identifying continued sales opportunities. • Maintain visibility into the sales pipeline, proactively preparing for new opportunities nearing contract closure, and ensuring seamless transitions into implementation phases. • Collaborate closely with Agile Leads to support Agile delivery methodologies and coordinate the implementation, timelines, and customer expectations. • Manage the financial aspects of customer engagements, including budgeting, forecasting, tracking project financials, and ensuring adherence to agreed financial parameters. • Support the creation and negotiation of Statements of Work (SOWs) and other contractual documents in collaboration with sales, legal, and technical stakeholders. • Identify and drive additional sales and upsell opportunities within existing customer accounts, working closely with the sales to achieve revenue targets. • Working closely with technical cross-functional teams, ensure an effective deployment plan ensuring alignment with customer expectations and objectives. • Oversee critical customer issues that escalate into problem management, ensuring proactive communication and timely resolution. • Facilitate regular customer meetings and reviews, ensuring transparency and alignment on project status, milestones, and deliverables. • Ensure consistent and positive customer experience, proactively addressing concerns and ensuring high levels of customer satisfaction and retention. • Support the development and update of enablement tools and resources, as needed. • Ensure in-depth and up-to-date technical knowledge of market and industry trends as well as deep understanding of customer business goals and objectives to facilitate customer success. • Accountable for ensuring that all working hours are accurately reported in Netsuite on a daily or weekly basis, that the majority of (if not all) hours are tracked as billable and that the project management tool in Netsuite is properly and fully utilized. • Tracking and reporting of billable hours is a critical aspect of project management and delivery to our customers and this is a major area of accountability. • Comply with the privacy, security and confidentiality policies.

• Develop and maintain a strong relationship with Enterprise customers. • Provide ad-hoc technical consultancy and guidance using product and general technical expertise. • Deliver Quarterly Business Reviews including product roadmap in accordance with customer's requirements. • Create and maintain Business Profile containing personalized network diagrams and configuration details. • Contribute towards the creation of Webinars on a range of topics. • Hold requirement gathering sessions with customers and provide feedback to the back-end software development team.