tenna - Customer Account Manager (UT/NV)
Requirements
• Bachelor’s degree strongly preferred or equivalent • 7+ years of experience building and driving value for customers via strategic planning, and consultative selling • 7+ years of experience in customer success, software customer service experience is strongly preferred • Experience working within construction technology or within the construction industry is an absolute plus • Expertise with project management software (MS Project, or similar “Gantt Chart,” programs) • Experience working in a technical, production-driven environment • Solid understanding of software development processes and methodologies • Excellent verbal and written communication abilities, particularly with Engineers • Employs a “challenger mindset” when problem-solving • Familiarity with Salesforce and Help Scout is strongly preferred • Self-motivated and adaptable person with a strong service orientation and “do what it takes” attitude • Excellent organizational skills and process driven • Passion for working in a high-growth, entrepreneurial environment, with the ability to demonstrate personal commitment and drive to set and exceed high standards • ## Benefits, Perks, & Additional Information: • Full-time opportunity. • Location: Remote – must be based in or willing to relocate to the following states: NV/UT • Travel to customer locations is required, up to 40%. • Competitive compensation packages offered. • Opportunities for growth and personal development within a highly dynamic team. • Robust, low-cost benefit packages offered. • Benefit coverage begins the first date of employment. • Paid Time Off and Volunteer Time Off offered. • Dependent Care offered. • Employee referral bonuses.
Responsibilities
• Actively manages a book of business to minimize churn and drive healthy growth by driving business value • Acts as a trusted advisor to assigned accounts, ensuring customers’ business processes and needs are fully met by the Tenna platform • Regularly consults with assigned customers to uncover potential unmet needs and proactively identifies unsaid ways the Tenna platform can better serve their customers • Helps customers drive product adoption, moving them along the maturity curve, and deriving value from our solution • Provides strategic and exceptional customer support to all assigned accounts • Challenges assumptions and perceptions of the Tenna platform. Encourages customers to rely on the capability of the platform and incorporate all aspects of their business within Tenna • Builds strategies to drive customer engagement, customer upsells, and retention. • Assesses customer data and qualitative insights to continuously iterate and improve our scaled customer success efforts • Engages with customers to gage the likelihood of renewals and identify the potential for product upsells • Leverages deep product expertise to share best practices on how customers may maximize value from their investment in Tenna. • Proactively troubleshoots and expeditiously resolves account issues via phone (or in-person) using our diagnostic tools. • Diagnoses symptoms of dissatisfaction within existing accounts and builds strategies to drive alignment with the business • Employs a “challenger mindset” when solving problems on behalf of customers, looks for creative and mutually lucrative solutions • Proactively manages the onboarding of assigned enterprise accounts and ensures onboarding processes are followed. • Delivers customer training sessions, providing answers to customer questions, and resolving user issues • Provides training to current customers, Sales Personnel, and other Business Managers on new functionality and features as they are released • Collaborates with and supports the broader Customer Success Team on customer issues, special projects, etc. • Works with Engineering Leads (or Technical Support Leads) to address customer tickets, including bugs and enhancements • Provides User feedback to Sales Managers, Marketing Managers, Product Managers, and the Engineering Team
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