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

Professional fluency in Portuguese (spoken and written) is required.
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 5-7+ 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.

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!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

contract negotiationconflict resolutioncustomer relationship managementaccount managementforecastingcloud computingIT servicesXaaSSaaSPaaS

Soft Skills

relationship buildingcommunicationstrategic thinkingcustomer successproblem solvingnegotiationcollaborationarticulation of value propositionexpansion opportunity recognitionexecutive engagement