Senior Technical Account Manager

This is a fully remote position, open to applicants in United Kingdom, +1 more country.

📋 Description

• Manage the post-sale technical relationship for a designated portfolio of customer accounts.

• Collaborate with the Customer Success team to enhance product adoption, ensure environment health, and achieve long-term value realization.

• Engage in handoffs from Sales to Customer Success and review Proof of Value plans, scoping documents, environments, architectures, and success criteria.

• Facilitate technical kickoff activities and conduct structured check-ins at 30, 60, and 90 days.

• Set up AVD, Windows 365, Intune, and Nerdio Manager during the onboarding process.

• Coordinate with customer technical teams and oversee the management of implementation runbooks.

• Guide software implementation and recommend optimizations for steady-state usage.

• Serve as the primary technical contact for Enterprise accounts, addressing questions, coordinating issues, and resolving problems.

• Formulate account strategies that align with customer objectives and success criteria.

• Mentor and provide technical advice to other Technical Account Managers (TAMs).

• Stay updated with product knowledge of Nerdio Manager and the AVD/Azure ecosystem.

• Address issues, respond to product inquiries, and escalate matters to the appropriate specialists.

• Offer proactive optimization recommendations, including configuration enhancements, automation opportunities, and additional use cases.

• Conduct Technical Value Reviews to assist customers in maximizing Azure cost savings.

• Present new feature releases and communicate product requests.

• Organize and facilitate customer training sessions.

• Identify and manage P1/P2 incidents, taking ownership of corrective action plans for accounts at risk.

• Collaborate with Sales, Technical Support, and Product teams to reduce churn risk.

• Support renewal discussions by emphasizing delivered value and addressing technical obstacles.

• Gather and analyze customer data to identify trends and adoption patterns.

• Present Executive Business Reviews alongside the Customer Success Manager.

• Identify opportunities for expansion and notify the Account Executive of potential leads.

• Relay customer feedback to Product Management and Engineering teams.

• Monitor customer interactions and progress within HubSpot CRM.

⛳️ Requirements

• 5–8 years or more of relevant experience in account management, consulting, or professional services.

• Strong technical expertise in cloud computing, infrastructure, or related domains.

• Practical experience in deploying and optimizing VDI environments, with a preference for AVD experience.

• Comprehensive understanding of XaaS business models (SaaS, PaaS, IaaS).

• Experience managing relationships across IT Operations, Finance, and Software Engineering stakeholders.

• Proven ability to cultivate strong customer relationships while delivering technical guidance and support.

• Experience in guiding customers through software implementation, driving product adoption, and ensuring customers realize full product value.

• Background in managing complex technical projects and achieving successful outcomes.

• Strong problem-solving skills coupled with an analytical mindset.

• Exceptional communication and presentation abilities for both technical and non-technical stakeholders.

• Strong skills in time management, project management, and interpersonal interactions.

• Prior experience in a senior or leadership position within a technical account management capacity is preferred.

• Relevant technical certifications or project management qualifications are preferred.

🏝️ Benefits

• Competitive Base Salary plus 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, may vary by country.