Customer Account Manager - EMEA

Rippling, Inc.; United States; À distance; USD 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

Competitive Base + Commission Plan

Stock Options

Health and Welfare Plans

Life and Disability Plans

Retirement Plan

Unlimited Flexible Paid Time Off

Résumé du poste

Nerdio is seeking a Customer Account Manager to own the full post-sale relationship for Corporate accounts, driving value realization, account health, and renewals while proactively surfacing expansion opportunities.

You are the customer’s primary contact from close through onboarding, ongoing value delivery, expansion, and renewal, coordinating with Technical Account Managers, Account Executives, Solutions Engineers, and Training to ensure measurable outcomes and long-term growth.

Qualifications

• Experience in managing customer relationships across IT Operations, Finance and Software Engineering.
• Proven ability to facilitate executive-level reviews with VP-level stakeholders.
• Ability to recognize and route expansion opportunities to the right owner.
• Strong forecasting skills and understanding of account health signals.
• Ability to articulate a technical value proposition to customers.
• Comfortable using AI tools to improve account research, prep and reporting.

Responsabilités

• Own the strategic post-sale relationship for Corporate accounts, focusing on outcomes and health.
• Lead onboarding and adoption plans with internal teams to drive fast value.
• Deliver executive business reviews and maintain stakeholder engagement.
• Monitor account health using data-driven insights and signals.
• Identify upsell/cross-sell opportunities and coordinate with AEs.
• Lead the renewal process and validate value with expansion plays.
• Drive advocacy, testimonials, and reference activities, including training camps.

Connaissances

XaaS software background

Contract negotiation

CRM relationships

Executive reviews (QBR/EBR)

Expansion opportunity routing

Forecasting & account health

Value proposition (tech)

AI tools usage

Description du poste

At Nerdio, our mission is to simplify the lives of IT professionals and maximize their Microsoft cloud and end user computing investments.

We support organizations of all sizes looking to deploy, manage, and cost-optimize native Microsoft technologies. We partner with Enterprises and Managed Service Providers all over the world to add value on top of their existing native Microsoft investments like Azure Virtual Desktop (AVD), Windows 365, and Microsoft Intune.

Created in 2016, Nerdio has always taken a market-leading and collaborative approach to cloud deployment and management. In fact, our product roadmap is greatly influenced by the regular feedback we receive from having seen companies deploy AVD into production environments several thousand times using Nerdio technology.

Today, Nerdio is used in over 50 countries by more than 15,000 organizations of every size and vertical. We’re committed to delivering exceptional service and support, which starts with identifying and supporting the best staff possible.

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.

About the role

As a Customer Account Manager, you own the full post-sale relationship for a book of Corporate accounts — driving value realization, account health, and renewals while proactively surfacing expansion opportunities. You are the customer’s primary point of contact from the moment a deal closes through onboarding, ongoing value delivery, expansion, and renewal.

What you'll do

• Own the strategic customer relationship post-sale. Serve as the primary post-sale customer touchpoint for Corporate accounts, focused on outcomes, relationship health, and business alignment.
• Drive onboarding and adoption. Build and align on an onboarding plan with the customer and internal teams (Technical Account Managers, Account Executives, Solutions Engineers, and Training) so accounts see value quickly.
• Lead Executive Business Reviews. Deliver EBRs that connect progress to goals, align on roadmap, and keep the right stakeholders engaged on a regular cadence.
• Monitor account health. Use data driven insights and engagement signals to flag risk or satisfaction gaps before they escal...
• Surface and route expansion opportunities. Identify qualified upsell and cross-sell opportunities and collaborate with the Account Executive, growing the value of your book over time.
• Lead the commercial renewal motion. Validate value early, partner with Account Executives on expansion plays, and own the process through signatures.
• Drive advocacy and reference activity. Build customer testimonials, case studies, and community engagement, including Training Camps and the Customer Advisory Board.

Qualifications

• 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.
• Experience 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.
• Proven ability to facilitate executive-level business reviews (QBRs/EBRs) and build relationships with VP-level and above stakeholders, following a LAER model (land, adopt, expand, retain).
• Ability to recognize, qualify, and route expansion opportunities to the right owner.
• Accurate forecasting skills and a strong understanding of the customer base and account health signals.
• Ability to articulate a value proposition with a technical theme.
• Comfortable using AI tools to work more efficiently across account research, prep, and reporting — freeing up time for higher-value customer conversations.

Required experience

• 2-4 years of experience in a customer success or account management role, preferably within the technology industry.
• Proficient 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 managing customer accounts end-to-end, including handoffs, onboarding, renewals, and escalations. Exceptional collaboration skills with TAMs and Sales to drive value faster.
• Skilled in using customer relationship management (CRM) software and other relevant tools.
• Understanding of customer success metrics (GRR, NRR) and the ability to analyze data to drive insights.

Preferred experience

• Familiarity with Virtual Desktop Infrastructure (VDI), the Microsoft Azure ecosystem, and cloud services.
• Knowledge of IT project management methodologies and best practices.

Benefits and Incentives

• 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!

*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.