Manager, Customer Success Manager - East

About Nerdio

Nerdio adds value on top of the powerful capabilities in Azure Virtual Desktop, Windows 365, and Microsoft Intune by delivering hundreds of features that simplify management, ensure efficient operations, and lower Azure compute and storage costs by up to 80% via automation.

Leveraging Nerdio, partners can manage customers’ cloud environments through streamlined, multi-tenant, workflow-powered technology that allows them to create and grow cloud-based recurring revenues. Enterprise IT professionals can deliver and maintain a wide range of virtual Windows endpoints across hybrid workforces with ease and fine-tune end-user computing (EUC) approaches for maximum effectiveness using powerful monitoring and analytics capabilities.

We are a fast-moving, nimble company looking for individuals who are collaborative, empathetic, driven and who love to move at the speed of light. If you want to be part of the AVD transformation that Microsoft and Nerdio are leading, then we want to speak with you.

What you'll do

• Lead and mentor a team of Customer Success Managers, providing guidance, support, and professional development opportunities.
• Foster a positive and collaborative team culture that emphasizes customer-centric values and continuous improvement.
• Drive revenue forecasting and risk documentation for visibility to senior leadership.
• Develop tactics, objectives and key results, activities, and milestones to protect and grow MRR, including onboarding, product adoption, and ongoing support.
• Cultivate strong relationships with key customers, acting as a point of escalation and ensuring their voices are heard within the organization.
• Collaborate with marketing and sales teams to identify and leverage customer success stories and testimonials.
• Enable new hires, ensuring they have the necessary skills and knowledge to excel in their roles.
• Stay informed about industry best practices and emerging trends to continuously enhance the team's capabilities.

Qualifications

• Demonstrated team lead experience in a customer success or account management role, within the technology industry, with a track record of driving customer success and revenue expansion.
• Strong software background in an XaaS business such as SaaS, DaaS, 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.
• Ability to recognize and maximize expansion opportunities with accurate forecasting
• 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.

Required experience

• A minimum of 5 to 7 years of experience in a customer success or account management role, within the technology industry.
• 2+ years of experience in a leadership role, managing a team of customer success professionals.
• Strong understanding of cloud computing, IT services, or related fields.
• • Familiarity with the Microsoft Azure ecosystem and cloud services is preferred
• 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.
• Understanding of customer success metrics and the ability to analyze data to drive insights.

Benefits and Incentives

• 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. 

Nerdio is committed to a diverse and inclusive workplace. Nerdio is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.