At a Glance
- Tasks: Manage technical relationships and drive product adoption for major Enterprise accounts.
- Company: Join Nerdio, a leader in simplifying Microsoft cloud solutions for IT professionals.
- Benefits: Enjoy competitive salary, stock options, unlimited PTO, and health plans.
- Other info: Work remotely in a diverse, inclusive environment with excellent growth opportunities.
- Why this job: Be part of the AVD transformation and make a real impact in tech.
- Qualifications: 5-8 years in account management with strong cloud computing knowledge.
The predicted salary is between 160000 - 180000 £ per year.
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 Providersall 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 5,000 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 whoare 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 this role
The Senior Technical Account Manager owns the post-sale technical relationship for an assigned book of customer accounts — driving product adoption, environment health, and long-term value realization in close partnership with the wider Customer Success team.
This is a senior individual-contributor role: Senior TAMs typically carry Nerdio’s largest, most complex, or highest-risk Enterprise accounts, and provide technical mentorship to other TAMs.
- What you’ll do
- Onboarding & implementation
- Participate in the Sales-to-CS handoff, reviewing the Po V plan and scoping documents to understand the customer’s environment, architecture, and agreed success criteria.
- Lead the technical portions of the kickoff call — environment review and use-case setup — and run structured 30/60/90-day check-ins to validate technical progress.
- Own technical delivery during onboarding: stand up AVD, Windows 365, Intune, and Nerdio Manager; coordinate with the customer’s technical team; and manage the implementation runbook.
- Guide customers through software implementation and provide recommendations for optimization as they move toward steady-state use.
- Account management & relationship ownership
- Manage a book of Enterprise customer accounts — including Nerdio’s largest or most complex — and serve as the primary point of contact for technical questions, issue coordination, and problem resolution.
- Advocate for customers and build strong relationships with technical stakeholders to ensure effective utilization of Nerdio Manager and maximize customer value.
- Serve as a trusted technical advisor, maintaining consistent engagement that deepens the relationship over time.
- Coordinate technical touchpoints across the customer’s stakeholders — IT operations, engineering, and finance — to keep engagement consistent and well timed.
- Own the technical relationship across the full customer lifecycle, from onboarding through renewal.
- Develop and maintain an account strategy for each customer, aligned to their goals and success criteria.
- Mentor and provide technical guidance to other TAMs, sharing best practices for account management and technical delivery.
- Technical advisory & day-to-day support
- Maintain deep, current product knowledge of Nerdio Manager and the broader AVD/Azure ecosystem to serve as a credible, trusted technical advisor.
- Act as the go-to technical resource for assigned customers — resolving issues, answering product questions, and escalating to training, Solutions Engineering, or specialists where needed.
- Continually build understanding of each customer’s evolving technical and business needs to shape recommendations and priorities.
- Run regular check-ins with proactive optimization recommendations: configuration improvements, automation opportunities, and additional use cases based on observed usage patterns.
- Conduct Technical Value Reviews (TVRs) to help customers maximize their Azure cost savings by leveraging Nerdio’s optimization and automation capabilities.
- Walk customers through new feature releases and surface product requests that come out of those conversations.
- Coordinate and facilitate training for customers — new features, additional user groups, and onboarding needs — alongside the training team.
- Risk management & escalations
- Identify and respond to P1/P2 incidents; own corrective action plans for at-risk accounts and bring product roadmap context into customer conversations to address forward-looking concerns.
- Collaborate closely with Sales, Technical Support, and Product teams to mitigate churn risk and ensure ongoing customer success.
- Monitor for competitive threats within accounts and reinforce Nerdio’s technical value to defend against displacement.
- Support renewal conversations by reinforcing delivered value and resolving technical blockers ahead of contract renewal.
- Act as an escalation point for complex or high-severity at-risk situations raised by other TAMs.
- Customer data analysis & business reviews
- Collect and analyze customer data to identify trends, understand adoption patterns, and generate insights that improve the customer experience.
- Present Executive Business Reviews alongside the Customer Success Manager, contributing technical performance data, usage insights, and roadmap context, with a focus on value realization and opportunity areas.
- Expansion & product feedback
- Identify and target accounts with the strongest expansion potential, surfacing gaps Nerdio can fill through optimization work, and flag concrete leads to the Account Executive for pursuit.
- Channel customer feedback to Nerdio’s product management and engineering teams to help identify friction points and suggest new features.
- CRM & documentation
- Track customer interactions, activities, and progress within the CRM tool (Hub Spot) to maintain accurate records and support effective account management.
- Required experience
- Account management background
- 5–8 years+ of relevant experience in account management, consulting, or professional services.
- Technical foundation
- Strong technical background in cloud computing, infrastructure, or related fields.
- Hands‑on experience deploying and optimizing VDI environments; AVD (Azure Virtual Desktop) experience preferred.
- Solid understanding of Xaa S business models (Saa S, Paa S, Iaa S) and experience managing relationships across IT Operations, Finance, and Software Engineering stakeholders.
- Delivery track record
- Demonstrated ability to build strong customer relationships while providing technical guidance and support.
- Experience guiding customers through software implementation, driving adoption, and ensuring customers realize full product value.
- Experience managing complex technical projects and delivering successful outcomes.
- Core skills
- Strong problem‑solving abilities and an analytical mindset for identifying and addressing customer challenges.
- Excellent communication and presentation skills, able to engage both technical and non-technical stakeholders.
- Strong time-management, project-management, and interpersonal skills for collaborating with internal and external stakeholders.
- Preferred experience
- Previousexperience in a senior or leadership role with a technical account management function.
- Certifications in relevant technical areas or project management.
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!
*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.
The pay range for this role is
- 160,000 - 180,000 USD per year (Remote (United Kingdom))
- 160,000 - 180,000 USD per year (Remote (Ireland))
- Implementation Services | Technical Product Support | Technical Account Management
- #J-18808-Ljbffr
Senior Technical Account Manager - UK employer: Nerdio, Inc.
At Nerdio, we pride ourselves on being an exceptional employer that fosters a collaborative and inclusive work culture, where every team member is empowered to contribute to our mission of simplifying IT for professionals. Our commitment to employee growth is evident through mentorship opportunities and a focus on continuous learning, all while offering competitive benefits such as unlimited flexible paid time off and stock options. Join us in the UK and be part of a fast-paced environment that values innovation and supports your professional journey.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Account Manager - UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nerdio, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nerdio, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Technical Account Manager - UK
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nerdio, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Nerdio, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nerdio, Inc.!
How to prepare for a job interview at Nerdio, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
