Technical Account Manager - East

Nerdio

12d•$150,000 - $170,000

About The Position

We are seeking a Technical Account Manager to manage a book of customer accounts and serve as the primary point of contact for technical questions, issue management, and problem resolution. You will advocate for customers, build strong relationships, and ensure the effective utilization of Nerdio Manager to maximize customer value. This role requires product domain expertise to act as a trusted technical advisor, guiding customers through software implementation, providing optimization recommendations, and driving adoption. You will also collect and analyze customer data to identify trends and adoption patterns, presenting Executive Business Reviews with a focus on value realization. Collaboration with Sales, Customer Success, and Product teams is key to mitigating churn risk and ensuring customer success. You will also provide customer feedback to product management and engineering teams and track customer interactions in the CRM tool.

Requirements

Minimum of 5 years of relevant experience in pre/post-sales account management, consulting, or professional services.
Hands-on experience deploying and optimizing VDI environments, with preference given to AVD (Azure Virtual Desktop).
Strong technical background with expertise in cloud computing, infrastructure, or related fields.
Demonstrated ability to manage and build strong relationships with customers, providing technical guidance and support.
Experience in managing complex technical projects and delivering successful outcomes.
Excellent communication and presentation skills to effectively engage with technical and non-technical stakeholders.
Strong understanding of XaaS businesses (e.g., SaaS, PaaS, IaaS) and experience managing customer relationships across IT Operations, Finance, and Software Engineering roles.
Ability to guide customers through software implementation, drive adoption, and ensure customers realize the full value of the product.
Strong problem-solving abilities and analytical mindset to identify and address customer challenges effectively.
Excellent communication, time management, project management, and social skills to collaborate effectively with internal and external stakeholders.

Responsibilities

Manage a book of customer accounts and be the primary point of contact for technical related questions and coordination of issue management and problem resolution.
Advocate for customers and develop strong relationships to ensure the effective utilization of Nerdio Manager and maximize customer value.
Utilize product domain expertise to serve as a trusted technical advisor and resource for customers.
Guide customers through software implementation, provide recommendations for optimization, and drive adoption of Nerdio Manager.
Collect and analyze customer data to identify trends, understand adoption patterns, and provide insights to enhance the customer experience.
Present Executive Business Reviews alongside the Customer Success Manager, focusing on value realization and identifying areas of opportunities.
Collaborate closely with Sales, Customer Success, and Product teams to mitigate churn risk and ensure ongoing customer success.
Provide customers' feedback to Nerdio's product management and engineering teams to help identify friction points and suggest new features.
Track customer interactions, activities, and progress within the CRM tool to maintain accurate records and support effective account management.