Customer Account Manager

This is a fully remote position, open to applicants in Connecticut, +5 more states.

📋 Description

• Proactively manage a portfolio of clients to reduce churn and foster healthy growth by delivering business value.

• Serve as a trusted advisor for designated accounts, ensuring that customers’ business processes and requirements are fulfilled by the Tenna platform.

• Collaborate with customers to identify unmet needs and discover how the Tenna platform can enhance their operations.

• Assist customers in maximizing product adoption and deriving value from the solution.

• Offer strategic and exceptional customer support to designated accounts.

• Motivate customers to depend on and integrate the Tenna platform throughout their organization.

• Develop strategies to boost customer engagement, upsell opportunities, and retention rates.

• Analyze customer data and qualitative insights to enhance scalable customer success initiatives.

• Interact with customers to assess renewal probabilities and pinpoint potential upsell opportunities.

• Share best practices for optimizing value from Tenna.

• Diagnose and resolve account issues through phone or in-person consultations using diagnostic tools.

• Identify dissatisfaction and create alignment strategies.

• Tackle customer challenges with a challenger mindset and devise innovative, mutually beneficial solutions.

• Oversee the onboarding process for assigned enterprise accounts and ensure adherence to established procedures.

• Conduct customer training and address user-related issues.

• Educate current customers, Sales Personnel, and Business Managers on new functionalities and features.

• Collaborate with the Customer Success Team regarding customer issues and special projects.

• Partner with Engineering or Technical Support Leads on customer tickets, bugs, and enhancements.

• Relay user feedback to Sales, Marketing, Product, and Engineering teams.

⛳️ Requirements

• Bachelor’s degree is highly preferred or an equivalent qualification.

• Over 7 years of experience in creating and delivering value for customers through strategic planning and consultative selling.

• More than 7 years of experience in customer success, with a strong preference for software customer service experience.

• Experience in construction technology or the construction industry is a significant advantage.

• Proficient in project management software (such as MS Project or similar “Gantt Chart” programs).

• Background in a technical, production-focused environment.

• Strong understanding of software development processes and methodologies.

• Excellent verbal and written communication skills, especially when dealing with Engineers.

• Utilizes a “challenger mindset” when addressing problems.

• Familiarity with Salesforce and Help Scout is highly preferred.

• Self-driven and adaptable individual with a strong service orientation and a “do what it takes” attitude.

• Superior organizational skills and process-oriented approach.

• Enthusiasm for working in a fast-paced, entrepreneurial setting, with a demonstrated commitment to achieving and surpassing high standards.

• Candidates must currently live in or be willing to relocate to Massachusetts, Connecticut, Rhode Island, or New Hampshire.

🏝️ Benefits

• Full-time employment opportunity.

• Competitive compensation packages available.

• Opportunities for growth and personal development within a vibrant team.

• Comprehensive, low-cost benefit packages provided.

• Benefit coverage begins on the first day of employment.

• Paid Time Off and Volunteer Time Off are offered.

• Dependent Care assistance available.

• 401k matching program.

• Employee referral bonuses.