Tenna is searching for an experienced leader to join our team as a Director of Account Management. In this leadership role, you'll guide a team of talented Customer Account Managers (CAMs). You'll empower them to build strong, consultative partnerships with our customers, becoming trusted advisors who help clients unlock the full potential of the Tenna platform. You will ensure and empower the team to work closely with their dedicated accounts to identify unmet needs and innovate ways to improve customer satisfaction. If you are excited to lead a high-energy team and are passionate about helping customers find new and unsaid ways SaaS solutions can better meet their needs – this may be the perfect role for you.
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.
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Responsibilities:
- Manages and coaches the Customer Account Management (CAM) Team, ensuring long-lasting and strong partnerships are built with customers
- Fosters a collaborative environment where the CAM Team can openly share best practices and leverage each other to achieve optimal customer outcomes
- Provides guidance to the CAM Team on how to best diagnose symptoms of dissatisfaction within existing accounts and build strategies to drive alignment with the business
- Actively manages a book of business to minimize churn and drive healthy growth by driving business value
- Provides ongoing training to current customers and the CAM Team on new functionality and features as they are released
- Ensures the CAM Team guides customers in best leveraging the platform's capabilities and integrates all aspects of their business operations within Tenna
- Ensures the CAM Team drives product adoption, moving them along the maturity curve and deriving value from our solution
- Collaborates with and supports the broader Customer Success Organization on customer issues, special projects, etc.
- Travels onsite to key customers with CAMs to develop and foster relationships
- Regularly consults with and supports customers to uncover potential unmet needs and proactively identifies unsaid ways the Tenna platform can better serve their customers
- Regularly engages with customers to gauge the likelihood of renewals and identify the potential for product upsells
- Shares best practices on how customers may maximize value from their investment in Tenna
- Employs a consultative mindset when solving problems on behalf of customers, looks for creative and mutually lucrative solutions
- Actively manages team account health pipeline as well as upsell pipeline
- Develops and implements team-wide strategies to maximize customer engagement, upsell opportunities, renewals, and minimize churn
- Accurately reports on account health and expansion metrics
- Acts as an escalation point for and creatively resolves customer issues that occur within the CAM Team
- Develops a deep technical knowledge of the product to enable troubleshooting, training, and expansion conversions
- Works with Engineering Leads (or Technical Support Leads) to address customer tickets, including bugs and enhancements
- Assesses customer data and qualitative insights to continuously iterate and improve our scaled customer success efforts
Job Requirements:
- 5+ years of experience managing high-performing teams in a virtual environment
- 7+ years of experience building and driving value for customers via strategic planning and consultative selling
- 7+ years of experience in software customer service experience
- Experience working within construction technology or within the construction industry is an absolute plus
- Familiarity with Salesforce, JIRA, and Help Scout is strongly preferred
- Experience working in a technical, production-driven environment
- Solid understanding of software development processes and methodologies
- Excellent verbal and written communication abilities, particularly with customers.
- Employs a consultative approach when problem-solving
- A 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
- Bachelor’s degree strongly preferred or equivalent
Benefits, Perks, & Additional Information:
- Full-time opportunity
- Location: Remote – nationwide
- Travel to customer locations is required, up to 40% (1.5 to 2 weeks per month max)
- Competitive compensation packages are offered
- Opportunities for growth and personal development within a highly dynamic team
- Robust, low-cost benefit packages are offered
- Benefit coverage begins on the first date of employment
- Paid Time Off and Volunteer Time Off are 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.Apply for this job
