Customer Onboarding Manager

Summary

Join Tenna as an experienced Customer Onboarding Manager and become the primary point of contact for new customers. Guide them through setup, configuration, and training, ensuring effective software use. This role blends technical expertise, communication skills, and a commitment to customer success. You will collaborate with various teams, troubleshoot issues, and provide ongoing support. The ideal candidate is customer-focused, technically proficient, and thrives in a high-growth environment. This is a remote position, open nationwide, but limited to CST/MST time zones, with up to 25% travel required.

Requirements

• 5+ years of experience in customer onboarding, software training, or a related field
• 2+ years of experience working for a SaaS company or within a very technical environment
• Strong technical aptitude with the ability to understand and explain complex software features
• Excellent verbal/written communication and presentation skills
• Organized and detail-oriented, with the ability to manage multiple customer onboarding projects and processes simultaneously
• A self-motivated and adaptable person with a strong service orientation and a “do what it takes” attitude
• A bachelor’s degree is required or equivalent
• Passion for working in a high-growth, entrepreneurial environment, with the ability to demonstrate personal commitment and drive to set and exceed high standards

Responsibilities

• Acts as the primary point of contact for new customers during their onboarding journey
• Collaborates with new customers to understand their specific goals, needs, and requirements
• Assists new customers in setting up their accounts, configuring the software, and migrating data as needed
• Partners with the Field Service Team to ensure devices are fully functional and installed
• Provides step-by-step guidance on using the software and its features
• Maintains processes to manage our customer onboarding process
• Conducts one-on-one or group training sessions for customers to ensure they understand the software comprehensively
• Offers ongoing training and support as needed to address customer questions and concerns
• Fosters strong, positive relationships with new customers, serving as a trusted advisor
• Takes full ownership of customer engagement and satisfaction during the onboarding process
• Proactively communicates with new customers to ensure their satisfaction and address any concerns
• Troubleshoots and resolves customer inquiries, technical issues, and challenges that may arise during onboarding
• Collaborates with Technical Support and Software Development to resolve or escalate complex issues as necessary
• Documents and tracks customer issues, resolutions, and feedback
• Develops and deeply understands the Tenna platform, features, updates, and enhancements
• Stay current with industry trends and best practices to assist customers better
• Gathers and relays customer feedback to the Product and Marketing teams to drive product improvements and enhancements
• Share insights and suggestions for refining the onboarding process
• Provide user feedback to Sales, Field Service, Marketing Managers, Product Managers, and the Engineering Team

Preferred Qualifications

• Experience working within construction technology or the construction industry is an absolute plus
• Familiarity with Salesforce and Help Scout is strongly preferred
• Bilingual in English/Spanish is a plus

Benefits

• Full-time opportunity
• Location: Remote – nationwide. Must be located in CST/MST time zones
• Travel to customer locations is required, up to 25%
• Competitive compensation packages offered
• Opportunities for growth and personal development within a highly dynamic team
• Robust, low-cost benefit packages offered
• Benefit coverage begins on the first date of employment
• Paid Time Off and Volunteer Time Off offered
• Dependent Care offered
• 401k match
• Employee referral bonuses