Customer Account Manager - West
Manage a portfolio of corporate accounts for a cloud management platform, driving 90%+ retention, renewals, and expansion through executive relationship building and technical value articulation.
What you'll do
- 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.
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.
- 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.
Required experience
- 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.
Preferred experience
- 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.
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 birthday off
- Collaborative Team Culture
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