Customer Account Manager (New England)

Tenna; New Bedford (MA); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Full-time opportunity

Remote work within MA/CT/RI

Travel up to 40%

401k match

Paid Time Off

Volunteer Time Off

Health benefits

Growth opportunities

Employee referral bonuses

Job summary

Tenna is seeking an experienced Customer Account Manager to act as a trusted partner and advisor to our customers, helping them maximize value from the Tenna platform. You will manage a book of business, identify unmet needs, and drive product adoption across enterprise accounts.

You will collaborate with cross-functional teams and participate in onboarding, training, and ongoing customer success initiatives while working remotely within the MA/CT/RI region.

Qualifications

• 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 strongly preferred.
• Construction technology experience is a plus.
• Experience with Salesforce and Help Scout is strongly preferred.

Responsibilities

• Actively manages a book of business to minimize churn and drive healthy growth by delivering business value.
• Acts as a trusted advisor to assigned accounts, ensuring customers’ needs are met by the Tenna platform.
• Regularly consults with customers to uncover unmet needs and identify ways Tenna can better serve them.
• Helps customers drive product adoption and derive value from the platform.
• Provides strategic customer support to all assigned accounts.
• Collaborates with Sales, Marketing, Product, and Engineering to share feedback and drive improvements.

Skills

Strategic planning

Relationship management

Communication

Challenger mindset

Customer advocacy

Education

Bachelor’s degree preferred

Tools

Salesforce

Help Scout

MS Project

Job description

Tenna is searching for an experienced Customer Account Manager to join the team. The Customer Account Manager's two primary focuses are to act as trusted partners to our customers and advise them on how the Tenna platform can provide even more value than what was previously imagined. Our Customer Account Managers will work closely with their dedicated accounts to uncover potential unmet needs and proactively identify unsaid ways the Tenna platform can better serve its customers.

Why Tenna?

At Tenna, we believe the best is right in front of all of us, and that each day holds more potential than the one before. We believe that every new discovery can lead to something better than we thought possible. When we boil it down, the top five qualities that define the Tenna Team are quality-obsessed, gritty, continuous learners, collaborative problem solvers, and just plain awesome. Sound like you? Join us as we empower our customers to control their mixed assets anytime, anywhere, on one comprehensive platform.

Important:

Candidates must currently reside in or be willing to relocate to one of the following states: Massachusetts, Connecticut, Rhode Island, or New Hampshire.

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.

As an Equal Opportunity Employer, Tenna is committed to building a diverse team. We welcome different perspectives and opinions to foster innovation, authenticity, and excellence across all parts of our company, and are committed to providing employees with a work environment free of discrimination and harassment.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.