Customer Account Manager

Overview

Job Description

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 organisations.
• - Collaborate closely with Sales and Customer Success leadership to mitigate churn risk and drive ongoing customer success.
• - Track customer interactions and engagements within the Customer Success tool (PlanHat).
• - Evangelise new product features and provide customer feedback to Sales, Product, Customer Success, and Engineering teams.

Required Skills

• - 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 organisations.
• - Ability to recognise and maximise 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.
• - 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, customer success management software and other relevant tools.
• - Fluency in English and German are required, and proficiency in additional languages is preferred.

Benefits

• - Competitive Base + 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, vary by country.