Technical Account Manager

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

📋 Description

• Engage in the handoff process from Sales to Customer Success, reviewing the PoV plan, scoping documents, customer environment, architecture, and success criteria.

• Facilitate technical aspects of kickoff meetings and conduct organized onboarding sessions.

• Oversee technical delivery during the onboarding process, including the implementation of AVD, Windows 365, Intune, and Nerdio Manager.

• Collaborate with customer technical teams and manage implementation runbooks.

• Assist customers in software implementation and optimization toward a steady-state operation.

• Maintain a portfolio of corporate customer accounts, acting as the main technical point of contact.

• Address technical inquiries and issues, coordinating resolutions effectively.

• Foster customer relationships and counsel stakeholders on optimal Nerdio Manager usage.

• Coordinate technical interactions across IT operations, engineering, and finance teams.

• Manage the technical relationship from onboarding through renewal, while upholding account strategies.

• Stay informed on Nerdio Manager and the AVD/Azure ecosystem to ensure current product knowledge.

• Conduct regular check-ins, offering recommendations for configuration, automation, and use cases.

• Perform Technical Value Reviews to assist customers in maximizing Azure cost efficiency.

• Clarify new feature releases and gather product requests.

• Schedule customer training sessions in collaboration with the Learning & Development team.

• Identify and address P1/P2 incidents, implementing corrective action plans for at-risk accounts.

• Monitor account health, adoption, and engagement signals, proactively tackling risks.

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

• Keep an eye on competitive threats and reinforce the technical value of Nerdio.

• Assist in renewal discussions by emphasizing delivered value and resolving technical impediments.

• Analyze customer data to uncover trends and insights related to adoption.

• Provide technical performance metrics, usage insights, and context for the roadmap during Executive Business Reviews.

• Identify opportunities for expansion and flag leads to the Account Executive.

• Relay customer feedback to Product Management and Engineering teams.

• Document customer interactions, activities, and progress in the CRM system.

⛳️ Requirements

• 2–4 years of pertinent experience in account management, consulting, professional services, or technical support.

• A technical background in cloud computing, infrastructure, or similar fields.

• Experience with deploying or supporting VDI environments; AVD experience is preferred.

• Familiarity with XaaS business models (SaaS, PaaS, IaaS).

• Experience collaborating with IT Operations, Finance, and Software Engineering stakeholders.

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

• Experience leading customers through software implementation, driving adoption, and ensuring they realize the full value of the product.

• Experience in managing technical projects and achieving successful outcomes.

• Strong analytical mindset and problem-solving skills.

• Excellent communication and presentation abilities.

• Strong time-management, project-management, and interpersonal skills.

• Hands-on experience in deploying or optimizing AVD environments is preferred.

• Relevant technical or project management certifications are preferred.

• Professional working proficiency in French or another European language is a plus, but not mandatory.

🏝️ Benefits

• Competitive Base + Incentive Plan.

• Stock Options.

• Health and Welfare Plans.

• Life and Disability Plans.

• Retirement Plan.

• Unlimited Flexible Paid Time Off, including a day off for your birthday.

• Collaborative Team Culture.