Senior Technical Account Manager
- Own a book of strategic customer accounts and serve as the primary point of contact for all technical questions, issue management, and problem resolution.
- Advocate for customers and develop strong relationships to ensure effective utilization of Nerdio Manager and maximize customer value.
- Utilize deep product and domain expertise to act as a trusted technical advisor for customers.
- Guide customers through implementation and ongoing optimization of Nerdio Manager, provide best‑practice recommendations, and drive adoption of new features and capabilities.
- Collect and analyze customer usage and performance data to identify trends, understand adoption patterns, and surface insights that improve the customer experience.
- Prepare and deliver Executive Business Reviews in partnership with the Customer Success Manager, focusing on value realization, risk, and new opportunities.
- Partner closely with Sales, Customer Success, and Product to mitigate churn risk, identify expansion opportunities, and ensure ongoing customer success.
- Channel structured customer feedback to Product Management and Engineering to highlight friction points, influence the roadmap, and suggest new features.
- Maintain accurate and up‑to‑date records of customer interactions, activities, and technical initiatives in the CRM to support effective account management and forecasting.
- Pre/post‑sales account management: Minimum of 5 years of relevant experience in account management, consulting, technical customer success, or professional services in a B2B context.
- VDI expertise: Hands‑on experience deploying, operating, and optimizing VDI environments, with strong preference for Azure Virtual Desktop (AVD).
- Software/XaaS background: Strong understanding of XaaS models (SaaS, PaaS, IaaS) and experience working with stakeholders across IT Operations, Finance, and Software Engineering.
- Adoption and implementation: Demonstrated ability to lead customers through software implementation, drive adoption, and ensure realization of full product value.
- Problem solving and analytics: Strong problem‑solving skills and analytical mindset to diagnose complex technical issues and translate data into actionable recommendations.
- Communication and collaboration: Excellent written and verbal communication, stakeholder management, and time/project management skills; comfortable engaging both technical and non‑technical audiences.
- 6–8 years of relevant experience in pre/post‑sales account management, technical customer success, consulting, or professional services.
- Proven hands‑on experience deploying and optimizing VDI environments, with preference for Azure Virtual Desktop.
- Strong technical background in cloud computing, infrastructure, or closely related fields.
- Demonstrated success building and managing strong customer relationships while providing technical guidance and support.
- Experience leading complex technical projects from planning through successful delivery.
- Excellent presentation skills with the ability to communicate confidently with technical practitioners and executive stakeholders.
- Prior experience in a senior technical account management or senior technical customer success role, owning a portfolio of strategic or enterprise accounts.
- Relevant technical certifications (e.g., Azure, virtualization, cloud infrastructure) and/or project management certifications.
- Competitive Base + Commission
- Stock Options
- Health and Welfare Plans*
- Life and Disability Plans*
- Retirement Plan*
- Unlimited Flexible Paid Time Off......including your birthday off!
- Collaborative Team Culture