The Conti Group is hiring a
Customer Account Manager, Remote - Worldwide
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Summary
Tenna is seeking an experienced Customer Account Manager to join their team. The role involves acting as a trusted advisor to customers, driving business value, and uncovering potential unmet needs. The position offers opportunities for growth and personal development within a dynamic team, competitive compensation packages, robust benefits, paid time off, and remote work (West Coast, PST time zone).
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
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
Preferred Qualifications
- 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
- Full-time opportunity
- Location: Remote – must be based on the West Coast (PST time zone)
- Travel to customer locations is required, up to 40%
- Competitive compensation packages offered
- Opportunities for growth and personal development within 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
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