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Tenna · 3 weeks ago

Customer Onboarding Manager (CST/MST Time Zone)

United States

Full-time

Remote

Senior Level

5+ years exp

Tenna is a company rooted in the construction industry, providing innovative solutions for managing and tracking construction equipment. They are seeking an experienced Customer Onboarding Manager to guide new customers through the setup and training phases, ensuring effective use of their software while fostering strong customer relationships.

Cloud ComputingConstructionSoftware

Hiring Manager

Rokssana Craig, SHRM-CP

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

Provides user feedback to Sales, Field Service, Marketing Managers, Product Managers, and the Engineering Team

Qualification

Customer onboardingSoftware trainingTechnical aptitudeSaaS experienceConstruction technologySalesforceHelp ScoutBilingual (English/Spanish)Communication skillsOrganizational skills

Required

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