Customer Account Manager - West

Nerdio is a company that enhances the capabilities of Azure Virtual Desktop, Windows 365, and Microsoft Intune. They are seeking a Customer Account Manager to manage corporate accounts, ensure customer retention, and identify opportunities for revenue expansion while collaborating with internal teams to drive customer success.

Responsibilities:

• Manage a book of Corporate accounts, aiming for a retention rate of 90% or higher, and proactively identify opportunities for revenue expansion
• Own the negotiation process for contract renewals and expansions from start to finish
• Consult with customers throughout the customer lifecycle to understand their business and strategic goals, ensuring they find ongoing value in Nerdio's products and services
• Establish and nurture key relationships with executive sponsors and decision makers within customer organizations
• Collaborate closely with Sales and Customer Success leadership to mitigate churn risk, develop account expansion strategies, and drive ongoing customer success
• Track customer interactions and engagements within the CRM tool
• Evangelize new product features and provide customer feedback to Sales, Product, Customer Success, and Engineering teams

Requirements:

• Software background in an XaaS business such as SaaS, PaaS, or IaaS, with a preference for candidates experienced in managing customer relationships across IT Operations, Finance, and Software Engineering
• Profiency in contract negotiation and conflict resolution
• Demonstrated experience in customer relationship management, including developing and fostering relationships at all levels within customer organizations
• Ability to recognize and maximize expansion opportunities
• Accurate forecasting skills and a good understanding of the customer base
• Comfort with owning a commercial relationship and proven ability to build strong relationships with customers, especially at the executive level, following a LAER model (land, adopt, expand, retain)
• Articulate value proposition with a technical theme
• A minimum of 3 to 8+ years of experience in a customer success or account management role, preferably within the technology industry
• Strong understanding of cloud computing, IT services, or related fields
• Demonstrated ability to build and maintain strong relationships with customers, ensuring their success and satisfaction
• Experience in managing customer accounts, handling escalations, and resolving issues
• Proficient in using customer relationship management (CRM) software and other relevant tools
• Experience working with Managed Service Providers (MSPs) or Enterprise IT Professionals
• Familiarity with the Microsoft Azure ecosystem and cloud services
• Knowledge of IT project management methodologies and best practices
• Experience in conducting customer training sessions or workshops
• Understanding of customer success metrics and the ability to analyze data to drive insights