Senior Technical Account Manager

Nerdio

About The Position

What You’ll Do Account management 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. Technical advisory 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. Customer data and health 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. Collaboration and feedback 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. CRM and process excellence Maintain accurate and up‑to‑date records of customer interactions, activities, and technical initiatives in the CRM to support effective account management and forecasting.

Requirements

Minimum of 5 years of relevant experience in account management, consulting, technical customer success, or professional services in a B2B context.
Hands‑on experience deploying, operating, and optimizing VDI environments, with strong preference for Azure Virtual Desktop (AVD).
Strong understanding of XaaS models (SaaS, PaaS, IaaS) and experience working with stakeholders across IT Operations, Finance, and Software Engineering.
Demonstrated ability to lead customers through software implementation, drive adoption, and ensure realization of full product value.
Strong problem‑solving skills and analytical mindset to diagnose complex technical issues and translate data into actionable recommendations.
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.

Nice To Haves

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.

Responsibilities

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.