Customer Account Manager (MST/PST Time Zone)

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 Excellent organizational skills and process driven

Actively manages a book of business to minimize churn and drive healthy growth Acts as a trusted advisor to assigned accounts Regularly consults with assigned customers to uncover potential unmet needs Helps customers drive product adoption Provides strategic and exceptional customer support Challenges assumptions and perceptions of the Tenna platform Builds strategies to drive customer engagement, customer upsells, and retention Assesses customer data and qualitative insights Engages with customers to gage the likelihood of renewals and identify upsell potential Leverages deep product expertise to share best practices Proactively troubleshoots and expeditiously resolves account issues Diagnoses symptoms of dissatisfaction and builds strategies to drive alignment Employs a “challenger mindset” when solving problems Proactively manages the onboarding of assigned enterprise accounts Delivers customer training sessions Provides training to current customers, Sales Personnel, and other Business Managers Collaborates with and supports the broader Customer Success Team Works with Engineering Leads (or Technical Support Leads) to address customer tickets Provides User feedback to Sales Managers, Marketing Managers, Product Managers, and the Engineering Team