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Nerdio is a Series C SaaS company that simplifies IT operations by helping organizations deploy, manage, and cost-optimize Microsoft cloud technologies like Azure Virtual Desktop (AVD), Windows 365, and Microsoft Intune. The company serves over 15,000 organizations across 50+ countries.
As a Customer Account Manager for the EMEA region, you will own the full post-sale relationship for a portfolio of Corporate accounts. You are the primary customer touchpoint from deal close through onboarding, ongoing value delivery, expansion, and renewal.
Key responsibilities include:
- Serve as the strategic post-sale relationship owner for Corporate accounts, focused on outcomes, relationship health, and business alignment
- Build and execute onboarding plans with customers and internal teams (Technical Account Managers, Account Executives, Solutions Engineers, Training) to drive rapid value realization
- Lead Executive Business Reviews (EBRs) that connect progress to customer goals, align on product roadmap, and maintain engagement with VP-level and above stakeholders
- Monitor account health using data-driven insights and engagement signals to identify and mitigate risk before escalation
- Identify and route qualified upsell and cross-sell opportunities to Account Executives, growing account value over time
- Own the commercial renewal motion, validating value early and partnering with sales through contract signature
- Drive customer advocacy and reference activity, including testimonials, case studies, and participation in Training Camps and the Customer Advisory Board
- Use AI tools to enhance efficiency in account research, preparation, and reporting, freeing time for high-value customer conversations
Required Experience:
- 2–4 years in a customer success or account management role, preferably in technology
- Proficient understanding of cloud computing, IT services, or related fields
- Demonstrated ability to build and maintain strong customer relationships and ensure satisfaction
- Experience managing customer accounts end-to-end (handoffs, onboarding, renewals, escalations) with strong collaboration skills
- Proficiency with CRM software and relevant tools
- Understanding of customer success metrics (GRR, NRR) and ability to analyze data for insights
- Software background in XaaS businesses (SaaS, PaaS, IaaS) with experience managing relationships across IT Operations, Finance, and Software Engineering
- Experience in contract negotiation and conflict resolution
- Demonstrated experience developing and fostering relationships at all organizational levels, ideally within Enterprise segment
- Proven ability to facilitate executive-level business reviews and build relationships with VP-level and above stakeholders using a LAER model (land, adopt, expand, retain)
- Ability to recognize, qualify, and route expansion opportunities
- Accurate forecasting skills and strong understanding of customer base and account health signals
- Ability to articulate value propositions with technical themes
- Comfort using AI tools for efficient account research and reporting
Preferred Experience:
- Familiarity with Virtual Desktop Infrastructure (VDI), Microsoft Azure ecosystem, and cloud services
- Knowledge of IT project management methodologies and best practices
