Job description
Position Description
Tenna is searching for an experienced Customer Onboarding Manager to join the team. The Customer Onboarding Manager will serve as the primary point of contact for new customers during the onboarding process. You will guide new customers through the setup, configuration, and training phases, ensuring they are fully equipped to use our software effectively. This role requires a strong blend of technical expertise, communication skills, and a deep commitment to customer success. If you are a dedicated, customer-focused individual with a solid technical background and are excited to be part of a company committed to delivering exceptional customer experiences - this might be the perfect role for you.
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. Apply now!
Important - we are only considering candidates currently living in CST/MST timezones.
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.
Job 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.
- Experience working within construction technology or the construction industry is an absolute plus.
- Excellent verbal/written communication and presentation skills.
- Familiarity with Salesforce and Help Scout is strongly preferred.
- 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.
- Bilingual in English/Spanish is a plus.
Benefits, Perks, & Additional Information:
- 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.
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.
