Customer Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Proactively manages a portfolio of clients to reduce churn and promote sustainable growth by delivering business value.

• Serves as a trusted advisor for assigned accounts, ensuring that the Tenna platform fully meets customers' business processes and needs.

• Regularly engages with assigned customers to identify potential unmet needs and proactively highlights how the Tenna platform can better support their objectives.

• Aids customers in enhancing product adoption, advancing them along the maturity curve, and realizing value from our solution.

• Provides strategic and outstanding customer support to all assigned accounts.

• Questions assumptions and perceptions about the Tenna platform, encouraging customers to leverage its capabilities and integrate all aspects of their business into Tenna.

• Develops strategies to enhance customer engagement, upsell opportunities, and retention efforts.

• Analyzes customer data and qualitative insights to continuously refine and improve our scaled customer success initiatives.

• Interacts with customers to assess the likelihood of renewals and uncover potential for product upsells.

• Utilizes in-depth product knowledge to share best practices on how customers can maximize the value of their investment in Tenna.

• Takes initiative to troubleshoot and resolve account issues efficiently via phone (or in-person) using our diagnostic tools.

• Identifies signs of dissatisfaction within existing accounts and formulates strategies to align with the business objectives.

• Adopts a “challenger mindset” in problem-solving for customers, seeking innovative and mutually beneficial solutions.

• Proactively oversees the onboarding of assigned enterprise accounts, ensuring adherence to onboarding processes.

• Conducts customer training sessions, addressing customer inquiries and resolving user challenges.

• Offers training to current customers, Sales Personnel, and other Business Managers on new features and functionalities as they become available.

• Collaborates with and supports the larger Customer Success Team on customer issues and special projects.

• Coordinates 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.

⛳️ Requirements

• Bachelor’s degree is strongly preferred or equivalent experience.

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

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

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

• Proficiency with project management software (MS Project or similar “Gantt Chart” programs).

• Experience in a technical, production-driven environment.

• Strong understanding of software development processes and methodologies.

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

• Employs a “challenger mindset” when addressing challenges.

• Familiarity with Salesforce and Help Scout is highly preferred.

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

• Exceptional organizational skills and process-oriented.

• Passion for thriving in a high-growth, entrepreneurial environment, with the ability to demonstrate personal commitment and the drive to set and surpass high standards.

🏝️ Benefits

• Full-time opportunity.

• **Location: Remote – must be based in or willing to relocate to the MST/PST Time Zone.**

• Travel to customer locations is required, up to 40%.

• Competitive compensation packages available.

• Opportunities for growth and personal development within a highly dynamic team.

• Comprehensive, low-cost benefit packages offered.

• Benefit coverage begins on the first date of employment.

• Paid Time Off and Volunteer Time Off are available.

• Dependent Care benefits offered.

• 401k matching program.

• Employee referral bonuses.