Customer Account Manager
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Job Description
Customer Account Manager managing corporate accounts for Nerdio. Focus on retention, contract negotiations, and customer success strategies.
Responsibilities:
- 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.
Requirements:
- 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.
- 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.
- Profiency 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.
Benefits:
- Competitive Base + Commission Plan
- Stock Options
- Health and Welfare Plans*
- Life and Disability Plans*
- Retirement Plan*
- Unlimited Flexible Paid Time Off......including your birthday off!
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