Customer Account Manager (UT/NV)

Tenna • Reno, NV

4d • Remote

About The Position

Tenna is seeking an experienced Customer Account Manager to act as a trusted partner to customers and advise them on how to gain more value from the Tenna platform. The role manages assigned customer accounts, identifies unmet needs, supports adoption and retention, and finds ways the platform can better serve customers. The position is remote, but candidates must reside in or be willing to relocate to Utah or Nevada. Travel to customer locations is required, 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.
• Experience working in a technical, production-driven environment.
• Solid understanding of software development processes and methodologies.
• Excellent verbal and written communication skills, particularly with Engineers.
• A challenger mindset when problem-solving.
• Self-motivated and adaptable, with a strong service orientation and a do-what-it-takes attitude.
• Excellent organizational skills and a process-driven approach.
• Passion for working in a high-growth, entrepreneurial environment, with personal commitment and drive to set and exceed high standards.
• Must currently reside in or be willing to relocate to Utah or Nevada.

Nice To Haves

• Experience in construction technology or the construction industry.
• Expertise with project management software such as MS Project or similar Gantt chart programs.
• Familiarity with Salesforce and Help Scout.

Responsibilities

• Manage a book of business to minimize churn and drive healthy growth by delivering business value.
• Serve as a trusted advisor to assigned accounts, ensuring customer business processes and needs are met by the Tenna platform.
• Consult with customers to uncover unmet needs and identify ways the platform can better serve them.
• Help customers drive product adoption, progress along the maturity curve, and derive value from the solution.
• Provide strategic and exceptional customer support to assigned accounts.
• Encourage customers to use the platform’s capabilities across their business and challenge assumptions about the platform.
• Build strategies to increase customer engagement, upsells, and retention.
• Assess customer data and qualitative insights to improve scaled customer success efforts.
• Gauge renewal likelihood and identify potential product upsells through customer engagement.
• Share product best practices to help customers maximize the value of their Tenna investment.
• Troubleshoot and resolve account issues by phone or in person using diagnostic tools.
• Diagnose customer dissatisfaction and develop strategies to align accounts with the business.
• Use a challenger mindset to find creative, mutually beneficial solutions to customer problems.
• 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 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 Managers, Marketing Managers, Product Managers, and the Engineering Team.

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