Customer Account Manager - West

<meta><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:18pt;white-space:pre-wrap;">What you'll do</strong></b><br><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><span style="font-size:13.5pt;white-space:pre-wrap;">As a Customer Account Manager, you will work daily with our customer accounts, in partnership with the wider Customer Success and Nerdio team:</span></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Manage a book of Corporate accounts, aiming for a retention rate of 90% or higher, and proactively identify opportunities for revenue expansion. </span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Own the negotiation process for contract renewals and expansions from start to finish.</span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">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. </span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Establish and nurture key relationships with executive sponsors and decision makers within customer organizations. </span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Collaborate closely with Sales and Customer Success leadership to mitigate churn risk, develop account expansion strategies, and drive ongoing customer success. </span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Track customer interactions and engagements within the CRM tool. </span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Evangelize new product features and provide customer feedback to Sales, Product, Customer Success, and Engineering teams. </span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:18pt;white-space:pre-wrap;">Qualifications</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">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. </span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Profiency in contract negotiation and conflict resolution. </span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Demonstrated experience in customer relationship management, including developing and fostering relationships at all levels within customer organizations.</span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Ability to recognize and maximize expansion opportunities. </span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Accurate forecasting skills and a good understanding of the customer base. </span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">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). </span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Articulate value proposition with a technical theme. </span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:18pt;white-space:pre-wrap;">Required experience</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">A minimum of 3 to 8+ years of experience in a customer success or account management role, preferably within the technology industry. </span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Strong understanding of cloud computing, IT services, or related fields. </span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Demonstrated ability to build and maintain strong relationships with customers, ensuring their success and satisfaction. </span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Experience in managing customer accounts, handling escalations, and resolving issues. </span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Proficient in using customer relationship management (CRM) software and other relevant tools</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:18pt;white-space:pre-wrap;">Preferred experience</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Experience working with Managed Service Providers (MSPs) or Enterprise IT Professionals. </span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Familiarity with the Microsoft Azure ecosystem and cloud services. </span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Knowledge of IT project management methodologies and best practices. </span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Experience in conducting customer training sessions or workshops. </span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Understanding of customer success metrics and the ability to analyze data to drive insights</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:13.5pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:left;"=""><b><strong style="font-size:18pt;white-space:pre-wrap;">Benefits and Incentives</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Competitive Base + Commission Plan</span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Stock Options</span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Health and Welfare Plans*</span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Life and Disability Plans*</span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Retirement Plan*</span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Unlimited Flexible Paid Time Off......including your birthday off!</span></li><li style="font-size:14pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:13.5pt;white-space:pre-wrap;">Collaborative Team Culture</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><span style="font-size:12pt;white-space:pre-wrap;">* Benefits for international employees, outside the US, vary by country. </span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><span style="font-size:13.5pt;white-space:pre-wrap;">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. </span></p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...