Customer Onboarding Manager (CST/MST Time Zone)

Tenna is a company committed to delivering exceptional customer experiences, and they are seeking a Customer Onboarding Manager. This role involves acting as the primary point of contact for new customers during their onboarding journey, ensuring they understand and effectively use the software.

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

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
• 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