Customer Account Manager (New England)

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

Job 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: MA/CT/RI
• 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.
• 401k match.
• Employee referral bonuses.