Customer Account Manager - West

Nerdio

15h•$130,000 - $150,000

About The Position

As a Customer Account Manager, you will work daily with our customer accounts, in partnership with the wider Customer Success and Nerdio team. You will manage a book of Corporate accounts, aiming for a retention rate of 90% or higher, and proactively identify opportunities for revenue expansion. You will own the negotiation process for contract renewals and expansions from start to finish. You will 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. You will establish and nurture key relationships with executive sponsors and decision makers within customer organizations. You will collaborate closely with Sales and Customer Success leadership to mitigate churn risk, develop account expansion strategies, and drive ongoing customer success. You will track customer interactions and engagements within the CRM tool. You will 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.
Proficiency 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

Nice To Haves

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

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.