Nerdio

Senior Customer Success Manager

Nerdio

full-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Manual Apply

Salary

💰 $150,000 - $170,000 per year

Job Level

Senior

Tech Stack

AzureCloud

About the role

  • Manage a book of Enterprise 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

  • 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.
  • Expertise in contract negotiation and conflict resolution.
  • Demonstrated experience in customer relationship management, including developing and fostering relationships at all levels within customer organizations, ideally within the Enterprise segment.
  • 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.
  • A minimum of 9 to 14 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.
  • Preferred: Experience working with Managed Service Providers (MSPs) or Enterprise IT Professionals.
  • Preferred: Familiarity with the Microsoft Azure ecosystem and cloud services.
  • Preferred: Knowledge of IT project management methodologies and best practices.
  • Preferred: Experience in conducting customer training sessions or workshops.
  • Preferred: Understanding of customer success metrics and the ability to analyze data to drive insights.