[Hiring] Senior Technical Account Manager @Nerdio

Role Description

The Senior Technical Account Manager owns the post-sale technical relationship for an assigned book of customer accounts — driving product adoption, environment health, and long-term value realization in close partnership with the wider Customer Success team. This is a senior individual-contributor role: Senior TAMs typically carry Nerdio’s largest, most complex, or highest-risk Enterprise accounts, and provide technical mentorship to other TAMs.

What you'll do

• Onboarding & implementation
  • Participate in the Sales-to-CS handoff, reviewing the PoV plan and scoping documents to understand the customer’s environment, architecture, and agreed success criteria.
  • Lead the technical portions of the kickoff call — environment review and use-case setup — and run structured 30/60/90-day check-ins to validate technical progress.
  • Own technical delivery during onboarding: stand up AVD, Windows 365, Intune, and Nerdio Manager; coordinate with the customer’s technical team; and manage the implementation runbook.
  • Guide customers through software implementation and provide recommendations for optimization as they move toward steady-state use.
• Account management & relationship ownership
  • Manage a book of Enterprise customer accounts — including Nerdio’s largest or most complex — and serve as the primary point of contact for technical questions, issue coordination, and problem resolution.
  • Advocate for customers and build strong relationships with technical stakeholders to ensure effective utilization of Nerdio Manager and maximize customer value.
  • Serve as a trusted technical advisor, maintaining consistent engagement that deepens the relationship over time.
  • Coordinate technical touchpoints across the customer’s stakeholders — IT operations, engineering, and finance — to keep engagement consistent and well timed.
  • Own the technical relationship across the full customer lifecycle, from onboarding through renewal.
  • Develop and maintain an account strategy for each customer, aligned to their goals and success criteria.
  • Mentor and provide technical guidance to other TAMs, sharing best practices for account management and technical delivery.
• Technical advisory & day-to-day support
  • Maintain deep, current product knowledge of Nerdio Manager and the broader AVD/Azure ecosystem to serve as a credible, trusted technical advisor.
  • Act as the go-to technical resource for assigned customers — resolving issues, answering product questions, and escalating to training, Solutions Engineering, or specialists where needed.
  • Continually build understanding of each customer’s evolving technical and business needs to shape recommendations and priorities.
  • Run regular check-ins with proactive optimization recommendations: configuration improvements, automation opportunities, and additional use cases based on observed usage patterns.
  • Conduct Technical Value Reviews (TVRs) to help customers maximize their Azure cost savings by leveraging Nerdio’s optimization and automation capabilities.
  • Walk customers through new feature releases and surface product requests that come out of those conversations.
  • Coordinate and facilitate training for customers — new features, additional user groups, and onboarding needs — alongside the training team.
• Risk management & escalations
  • Identify and respond to P1/P2 incidents; own corrective action plans for at-risk accounts and bring product roadmap context into customer conversations to address forward-looking concerns.
  • Collaborate closely with Sales, Technical Support, and Product teams to mitigate churn risk and ensure ongoing customer success.
  • Monitor for competitive threats within accounts and reinforce Nerdio’s technical value to defend against displacement.
  • Support renewal conversations by reinforcing delivered value and resolving technical blockers ahead of contract renewal.
  • Act as an escalation point for complex or high-severity at-risk situations raised by other TAMs.
• Customer data analysis & business reviews
  • Collect and analyze customer data to identify trends, understand adoption patterns, and generate insights that improve the customer experience.
  • Present Executive Business Reviews alongside the Customer Success Manager, contributing technical performance data, usage insights, and roadmap context, with a focus on value realization and opportunity areas.
• Expansion & product feedback
  • Identify and target accounts with the strongest expansion potential, surfacing gaps Nerdio can fill through optimization work, and flag concrete leads to the Account Executive for pursuit.
  • Channel customer feedback to Nerdio’s product management and engineering teams to help identify friction points and suggest new features.
• CRM & documentation
  • Track customer interactions, activities, and progress within the CRM tool (HubSpot) to maintain accurate records and support effective account management.

Qualifications

• Account management background
• 5–8 years+ of relevant experience in account management, consulting, or professional services.
• Technical foundation
• Strong technical background in cloud computing, infrastructure, or related fields.
• Hands-on experience deploying and optimizing VDI environments; AVD (Azure Virtual Desktop) experience preferred.
• Solid understanding of XaaS business models (SaaS, PaaS, IaaS) and experience managing relationships across IT Operations, Finance, and Software Engineering stakeholders.
• Delivery track record
• Demonstrated ability to build strong customer relationships while providing technical guidance and support.
• Experience guiding customers through software implementation, driving adoption, and ensuring customers realize full product value.
• Experience managing complex technical projects and delivering successful outcomes.
• Core skills
• Strong problem-solving abilities and an analytical mindset for identifying and addressing customer challenges.
• Excellent communication and presentation skills, able to engage both technical and non-technical stakeholders.
• Strong time-management, project-management, and interpersonal skills for collaborating with internal and external stakeholders.

Preferred experience

• Previous experience in a senior or leadership role with a technical account management function.
• Certifications in relevant technical areas or project management.

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.