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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer success management, strategic planning, and consultative selling, with a strong focus on driving product adoption and customer engagement. Proficient in utilizing project management software and collaborating with cross-functional teams to enhance customer value and satisfaction.
Highest-signal resume keywords
Customer Success ManagementStrategic PlanningConsultative SellingProject Management SoftwareChallenger Mindset
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SuccessConsultative SellingStrategic PlanningProject Management SoftwareSoftware Development ProcessesTechnical SupportCustomer TrainingData AnalysisProblem SolvingAccount Management
Soft Skills
Excellent CommunicationOrganizational SkillsSelf-MotivatedAdaptabilityService Orientation
Tools & Technologies
SalesforceHelp ScoutMS ProjectGantt Chart Programs
Certifications & Qualifications
Bachelor’s Degree
Industry Keywords
Construction TechnologyCustomer EngagementChurn MinimizationProduct AdoptionCustomer Retention
About the role
Key responsibilities & impact- Actively manage a book of business to minimize churn and drive healthy growth by driving business value
- Act as a trusted advisor to assigned accounts, ensuring customers’ business processes and needs are met by the Tenna platform
- Consult with customers to uncover unmet needs and identify ways the Tenna platform can better serve them
- Help customers drive product adoption and derive value from the solution
- Provide strategic and exceptional customer support to assigned accounts
- Encourage customers to rely on and incorporate the Tenna platform across their business
- Build strategies to drive customer engagement, upsells, and retention
- Assess customer data and qualitative insights to improve scaled customer success efforts
- Engage customers to gauge renewal likelihood and identify product upsell opportunities
- Share best practices for maximizing value from Tenna
- Troubleshoot and resolve account issues via phone or in person using diagnostic tools
- Diagnose dissatisfaction and build alignment strategies
- Solve customer problems with a challenger mindset and develop creative, mutually lucrative solutions
- Manage onboarding of assigned enterprise accounts and ensure processes are followed
- Deliver customer training and resolve user issues
- Train current customers, Sales Personnel, and Business Managers on new functionality and features
- Collaborate with the Customer Success Team on customer issues and special projects
- Work with Engineering or Technical Support Leads on customer tickets, bugs, and enhancements
- Provide user feedback to Sales, Marketing, Product, and Engineering teams
Requirements
What you’ll need- 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 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
- Candidates must currently reside in or be willing to relocate to Massachusetts, Connecticut, Rhode Island, or New Hampshire.
Benefits
Comp & perks- Full-time opportunity
- Competitive compensation packages offered
- Opportunities for growth and personal development within a highly dynamic team
- Robust, low-cost benefit packages offered
- Benefit coverage begins the first date of employment
- Paid Time Off and Volunteer Time Off offered
- Dependent Care offered
- 401k match
- Employee referral bonuses