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Nerdio · 13 hours ago

Senior Customer Account Manager - West

United States

Contract

Remote

Senior Level, Lead/Staff

9+ years exp

Nerdio is a company that enhances Azure Virtual Desktop and related services by providing features that simplify management and reduce costs. As a Senior Customer Account Manager, you will manage enterprise accounts, focusing on retention and revenue expansion while building relationships with key stakeholders and collaborating with internal teams to drive customer success.

Cloud ComputingInformation ServicesInformation TechnologySoftware

Growth Opportunities

Responsibilities

Manage a book of Enterprise 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

Qualification

Customer relationship managementContract negotiationCloud computingCRM software proficiencyIT project managementAccount managementCustomer trainingData analysisConflict resolution

Required

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

Expertise in contract negotiation and conflict resolution

Demonstrated experience in customer relationship management, including developing and fostering relationships at all levels within customer organizations, ideally within the Enterprise segment

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 9 to 14 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