Technical Account Manager - UK

About this role

The 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.

TAMs work across a broad portfolio of corporate accounts at different stages of their journey with Nerdio. It’s a role for someone who enjoys variety, stays organized across many relationships at once, and spots issues early.

What you'll do
Onboarding & implementation

• Participate in the Sales-to-CS handoff, reviewing the PoV 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 onboarding sessions 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 corporate customer accounts 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.

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 and answering product questions.

• 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 Learning & Development 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.

• Proactively monitor account health, adoption, and engagement signals across your book, and reach out to customers showing low health scores, stalled adoption, or declining engagement before they become at risk.

• 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.

Customer data analysis & business reviews

• Collect and analyze customer data to identify trends, understand adoption patterns, and generate insights that improve the customer experience.

• Contribute to Executive Business Reviews alongside the Customer Account Manager, providing 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 to maintain accurate records and support effective account management.

Required experience

Account management background

• 2–4 years of relevant experience in account management, consulting, professional services, or technical support.

Technical foundation

• Technical background in cloud computing, infrastructure, or related fields.

• Experience deploying or supporting VDI environments; AVD (Azure Virtual Desktop) experience preferred.

• Understanding of XaaS business models (SaaS, PaaS, IaaS) and experience working with 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 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

• Hands-on experience deploying or optimizing AVD environments.

• Certifications in relevant technical areas or project management.

• Professional working proficiency in French or another European language would be a bonus but not a requirement.

Benefits and Incentives

• Competitive Base + Incentive Plan
• Stock Options
• Health and Welfare Plans*
• Life and Disability Plans*
• Retirement Plan*