Senior Technical Account Manager - UK

Job description

About this role The Senior Technical Account Manager owns the post-sale technical relationship for an assigned book of customer accounts — driving product adoption, environment health, and long-term value realization in close partnership with the wider Customer Success team. This is a senior individual-contributor role: Senior TAMs typically carry Nerdio’s largest, most complex, or highest-risk Enterprise accounts, and provide technical mentorship to other TAMs. What you'll do Onboarding & implementation Participate in the Sales-to-CS handoff, reviewing the PoV plan and scoping documents to understand the customer’s environment, architecture, and agreed success criteria. Lead the technical portions of the kickoff call — environment review and use-case setup — and run structured 30/60/90-day check-ins to validate technical progress. Own technical delivery during onboarding: stand up AVD, Windows 365, Intune, and Nerdio Manager; coordinate with the customer’s technical team; and manage the implementation runbook. Guide customers through software implementation and provide recommendations for optimization as they move toward steady-state use. Account management & relationship ownership Manage a book of Enterprise customer accounts — including Nerdio’s largest or most complex — and serve as the primary point of contact for technical questions, issue coordination, and problem resolution. Advocate for customers and build strong relationships with technical stakeholders to ensure effective utilization of Nerdio Manager and maximize customer value. Serve as a trusted technical advisor, maintaining consistent engagement that deepens the relationship over time. Coordinate technical touchpoints across the customer’s stakeholders — IT operations, engineering, and finance — to keep engagement consistent and well timed. Own the technical relationship across the full customer lifecycle, from onboarding through renewal. Develop and maintain an account strategy for each customer, aligned to their goals and success criteria. Mentor and provide technical guidance to other TAMs, sharing best practices for account management and technical delivery. Technical advisory & day-to-day support Maintain deep, current product knowledge of Nerdio Manager and the broader AVD/Azure ecosystem to serve as a credible, trusted technical advisor. Act as the go-to technical resource for assigned customers — resolving issues, answering product questions, and escalating to training, Solutions Engineering, or specialists where needed. Continually build understanding of each customer’s evolving technical and business needs to shape recommendations and priorities. Run regular check-ins with proactive optimization recommendations: configuration improvements, automation opportunities, and additional use cases based on observed usage patterns. Conduct Technical Value Reviews (TVRs) to help customers maximize their Azure cost savings by leveraging Nerdio’s optimization and automation capabilities. Walk customers through new feature releases and surface product requests that come out of those conversations. Coordinate and facilitate training for customers — new features, additional user groups, and onboarding needs — alongside the training team. Risk management & escalations Identify and respond to P1/P2 incidents; own corrective action plans for at-risk accounts and bring product roadmap context into customer conversations to address forward-looking concerns. Collaborate closely with Sales, Technical Support, and Product teams to mitigate churn risk and ensure ongoing customer success. Monitor for competitive threats within accounts and reinforce Nerdio’s technical value to defend against displacement. Support renewal conversations by reinforcing delivered value and resolving technical blockers ahead of contract renewal. Act as an escalation point for complex or high-severity at-risk situations raised by other TAMs. Customer data analysis & business reviews Collect and analyze customer data to identify trends, understand adoption patterns, and generate insights that improve the customer experience. Present Executive Business Reviews alongside the Customer Success Manager, contributing technical performance data, usage insights, and roadmap context, with a focus on value realization and opportunity areas. Expansion & product feedback Identify and target accounts with the strongest expansion potential, surfacing gaps Nerdio can fill through optimization work, and flag concrete leads to the Account Executive for pursuit. Channel customer feedback to Nerdio’s product management and engineering teams to help identify friction points and suggest new features. CRM & documentation Track customer interactions, activities, and progress within the CRM tool (HubSpot) to maintain accurate records and support effective account management. Required experience Account management background 5–8 years+ of relevant experience in account management, consulting, or professional services. Technical foundation Strong technical background in cloud computing, infrastructure, or related fields. Hands-on experience deploying and optimizing VDI environments; AVD (Azure Virtual Desktop) experience preferred. Solid understanding of XaaS business models (SaaS, PaaS, IaaS) and experience managing relationships across IT Operations, Finance, and Software Engineering stakeholders. Delivery track record Demonstrated ability to build strong customer relationships while providing technical guidance and support. Experience guiding customers through software implementation, driving adoption, and ensuring customers realize full product value. Experience managing complex technical projects and delivering successful outcomes. Core skills Strong problem-solving abilities and an analytical mindset for identifying and addressing customer challenges. Excellent communication and presentation skills, able to engage both technical and non-technical stakeholders. Strong time-management, project-management, and interpersonal skills for collaborating with internal and external stakeholders. Preferred experience Previous experience in a senior or leadership role with a technical account management function. Certifications in relevant technical areas or project management. Benefits and Incentives Competitive Base + Incentive 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 At Nerdio, our mission is to simplify the lives of IT professionals and maximize their Microsoft cloud and end user computing investments. We support organizations of all sizes looking to deploy, manage, and cost-optimize native Microsoft technologies. We partner with Enterprises and Managed Service Providers all over the world to add value on top of their existing native Microsoft investments like Azure Virtual Desktop (AVD), Windows 365, and Microsoft Intune. Created in 2016, Nerdio has always taken a market-leading and collaborative approach to cloud deployment and management. In fact, our product roadmap is greatly influenced by the regular feedback we receive from having seen companies deploy AVD into production environments several thousand times using Nerdio technology. Today, Nerdio is used in over 50 countries by more than 5,000 organizations of every size and vertical. We’re committed to delivering exceptional service and support, which starts with identifying and supporting the best staff possible. 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.