Senior Customer Account Manager - East

Job description

About the role As a Senior Customer Account Manager, you own the full post-sale relationship for a book of Enterprise accounts — driving value realization, account health, and renewals while proactively surfacing expansion opportunities. You are the customer’s primary point of contact from the moment a deal closes through onboarding, ongoing value delivery, expansion, and renewal, and net revenue retention across your portfolio is the clearest signal of how well you’re doing that. What you'll do Own the strategic customer relationship post-sale. Serve as the primary post-sale customer touchpoint for Enterprise accounts, focused on outcomes, relationship health, and business alignment. Drive onboarding and adoption. Build and align on an onboarding plan with the customer and internal teams (Technical Account Managers, Account Executives, Solutions Engineers, and Training) so accounts see value quickly. Lead Executive Business Reviews. Deliver EBRs that connect progress to goals, align on roadmap, and keep the right stakeholders engaged on a regular cadence. Monitor account health. Use data driven insights and engagement signals to flag risk or satisfaction gaps before they escalate, and coordinate mitigation. Surface and route expansion opportunities. Identify qualified upsell and cross-sell opportunities and collaborate with the Account Executive, growing the value of your book over time. Lead the commercial renewal motion. Validate value early, partner with Account Executives on expansion plays, and own the process through signatures. Drive advocacy and reference activity. Build customer testimonials, case studies, and community engagement, including Training Camps and the Customer Advisory Board. Qualifications 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. Proven ability to facilitate executive-level business reviews (QBRs/EBRs) and build relationships with VP-level and above stakeholders, following a LAER model (land, adopt, expand, retain). Ability to recognize, qualify, and route expansion opportunities to the right owner. Accurate forecasting skills and a strong understanding of the customer base and account health signals. Ability to articulate a value proposition with a technical theme. Comfortable using AI tools to work more efficiently across account research, prep, and reporting — freeing up time for higher-value customer conversations. Required experience A minimum of 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 managing customer accounts end-to-end, including handoffs, onboarding, renewals, and escalations. Exceptional collaboration skills with TAMs and Sales to drive value faster. Proficient in using customer relationship management (CRM) software and other relevant tools. Understanding of customer success metrics (GRR, NRR) and the ability to analyze data to drive insights. Preferred experience Familiarity with Virtual Desktop Infrastructure (VDI), the Microsoft Azure ecosystem, and cloud services. Knowledge of IT project management methodologies and best practices. Benefits and Incentives Competitive Base + Commission Plan Stock Options Health and Welfare Plans* Life and Disability Plans* Retirement Plan* Unlimited Flexible Paid Time Off......including your birthday off! Collaborative Team Culture * Benefits for international employees, outside the US, vary by country. Nerdio is committed to a diverse and inclusive workplace. Nerdio is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. About Nerdio Nerdio adds value on top of the powerful capabilities in Azure Virtual Desktop, Windows 365, and Microsoft Intune by delivering hundreds of features that simplify management, ensure efficient operations, and lower Azure compute and storage costs by up to 80% via automation. Leveraging Nerdio, partners can manage customers’ cloud environments through streamlined, multi-tenant, workflow-powered technology that allows them to create and grow cloud-based recurring revenues. Enterprise IT professionals can deliver and maintain a wide range of virtual Windows endpoints across hybrid workforces with ease and fine-tune end-user computing (EUC) approaches for maximum effectiveness using powerful monitoring and analytics capabilities. We are a fast-moving, nimble company looking for individuals who are collaborative, empathetic, driven and who love to move at the speed of light. If you want to be part of the AVD transformation that Microsoft and Nerdio are leading, then we want to speak with you.