Customer Account Manager (UT/NV)

Tenna • Remote - Utah/Reno, NV

2d • Remote

About The Position

Tenna is seeking an experienced Customer Account Manager to serve as a trusted partner to customers and advise them on how to gain additional value from the Tenna platform. The role manages assigned accounts, identifies unmet needs, supports adoption and retention, and develops opportunities for healthy account growth. Candidates must reside in or be willing to relocate to Utah or Nevada. The position is remote and requires travel to customer locations up to 40%.

Requirements

• Bachelor’s degree strongly preferred, or equivalent.
• At least 7 years of experience building and driving customer value through strategic planning and consultative selling.
• At least 7 years of experience in customer success; software customer service experience is strongly preferred.
• Expertise with project management software such as 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.
• A challenger mindset when solving problems.
• Self-motivation, adaptability, a strong service orientation, and a “do what it takes” attitude.
• Excellent organizational skills and a process-driven approach.
• Passion for a high-growth, entrepreneurial environment and demonstrated commitment and drive to set and exceed high standards.
• Must reside in or be willing to relocate to Utah or Nevada.
• Able to travel to customer locations up to 40%.

Nice To Haves

• Experience in construction technology or the construction industry.
• Familiarity with Salesforce and Help Scout.

Responsibilities

• Manage a book of business to minimize churn and drive healthy growth by demonstrating business value.
• Serve as a trusted advisor to assigned accounts, ensuring customer processes and needs are met by the Tenna platform.
• Consult with customers to uncover unmet needs and identify additional ways the platform can serve their businesses.
• Help customers increase product adoption, progress along the maturity curve, and derive value from the solution.
• Provide strategic and exceptional customer support to assigned accounts.
• Challenge customer assumptions and perceptions of the platform and encourage broader use of its capabilities.
• Develop strategies to drive customer engagement, upsells, and retention; use customer data and qualitative insights to improve scaled customer success efforts.
• Gauge renewal likelihood and identify potential product upsells.
• Share product expertise and best practices to help customers maximize their investment in Tenna.
• Troubleshoot and resolve account issues by phone or in person using diagnostic tools.
• Diagnose dissatisfaction within existing accounts and develop strategies to align customers with the business.
• Use a challenger mindset to solve customer problems and seek creative, mutually beneficial solutions.
• Proactively manage onboarding for assigned enterprise accounts and ensure onboarding processes are followed.
• Deliver customer training, answer questions, and resolve user issues.
• Train current customers, Sales Personnel, and other Business Managers on new functionality and features.
• Collaborate with and support the broader Customer Success Team on customer issues and special projects.
• Work with Engineering Leads or Technical Support Leads to address customer tickets, including bugs and enhancements.
• Provide user feedback to Sales, Marketing, Product, and Engineering teams.

Benefits

• Competitive compensation packages.
• Opportunities for growth and personal development.
• Robust, low-cost benefit packages, with coverage beginning on the first date of employment.
• Paid Time Off and Volunteer Time Off.
• Dependent Care.
• 401(k) match.
• Employee referral bonuses.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior