Tenna

• Provides swift and exceptional support to customers who are routed via phone, email, inbound chat, and/or hotline calls • Ensures all customer requests and issues are handled in a thoughtful, urgent manner • Asks probing questions and employs active listening techniques to accurately diagnose the root cause of the issue at hand • Resolves customer issues via phone (or in person) using our diagnostic tools • Seeks to break down and understand complex problems individually and collaboratively. Provides analysis and recommendations to internal and external stakeholders on complex problems. • Works within the ticketing queue (Helpscout and JIRA) • Takes full ownership of each support ticket and ensures tickets are resolved as expeditiously as possible. Follows up with the team on ticket status as needed • Submits support tickets and escalates issues to the appropriate stakeholder in a timely manner • Utilizes teleconferencing tools to assist current customers such as Zoom, Microsoft Teams, etc. • Assists customers with navigating the Tenna app, and monitoring the health of Tenna trackers • Leverages a deep understanding of Tenna’s software platform, hardware, and the environmental factors that can affect them to troubleshoot and document issues • Identifies trends in customer issues to understand the potential impact on customers and takes the appropriate course of action • Accurately records information allowing the team to prioritize bugs, enhancement requests, and feature requests • Works alongside the Product Team, Hardware, QA, and Engineering to ensure bugs and other issues are resolved and communicated back to customers • Assists Customer Success Managers with technical issues pertaining to their customers and provides clear, concise, and timely feedback on reported issues • Ensures customer permissions, asset lists, and relevant data are all provisioned correctly

• Owns the acquisition of and closes new business for specific assigned geographic territories and/or states. • Confidently sells to C-level executives, VPs, and Field-Based Employees. Adjusts talking points and strategies depending on the persona. • Reports to and collaborates with sales leadership and supporting sales teams to align new business acquisition strategies and pipeline. • Utilizes and understands the “zippered” approach to sales and uses it appropriately. • Actively and aggressively prospects potential new customers. Follows up on touchpoints in a strategic and diligent manner. • Initiates and cultivates relationships with prospective customers via phone, email, attending tradeshows, industry-specific events, and conferences. • Successfully creates and executes an outreach micro-strategy for each potential new customer. • Strategically plans the cadence of and tracks the number of touch points for each prospect. • Leads in-person or virtual product demonstrations with prospective customers. • Drafts proposals, quotes, and contracts in accordance with Tenna’s procedures. • Negotiates contracts and closes deals by developing a thoughtful micro-strategy for each prospect. • Creates outbound email communications using CRM software and analyzes results. • Consistently delivers revenue growth that meets or exceeds quarterly business plans and forecasts. • Effectively leverages cross-functional internal resources to close new business. • Understands strategic selling, remains focused, and sticks with Tenna’s sales strategy. • Understands the product and prospective customer inside and out. Can clearly and concisely articulate the value of the product to prospective customers. • Uses travel often as a strategic method for prospecting, networking, and selling. Travels to and meets with prospective customers onsite to advance the sales process. • Stays abreast of all industry-specific trends and market-related shifts by participating in associations, attending webinars, events, etc.

• Owns organizational-wide data architecture, defining standards, patterns, and designs that our teams will implement. Solves complex data challenges regardless of perceived ambiguity or degree of clarity. • Reviews data-related designs and implementations across teams for architectural consistency, performance, and scalability. • Produces reference implementations, proofs of concept, and hands-on guidance when teams encounter complex data engineering challenges. • Designs and develops data pipelines, integrations, and platform features with performance and scalability in mind. • Builds and maintains data APIs and ingestion systems that can handle complex, high-volume data efficiently. • Takes responsibility for the quality of data systems across the organization, including testing strategies and data integrity standards. • Owns the data architecture strategy across the platform, including database design patterns, data API standards, and data flow architecture. • Consults with product managers to define, scope, and plan new data features and capabilities. • Partners with the CTO and engineering leadership on strategic data initiatives and long-term architectural direction. • Partners with teams to define data quality standards, automated data validation patterns, and testing strategies for data pipelines. • Partners with engineering and product teams to design and support data infrastructure for AI/ML initiatives, including model training pipelines, feature stores, and inference data flows. • Designs the IoT data ingestion and distribution architecture to support data from a significantly expanding device fleet, including replayability, aggregation, and real-time distribution patterns. • Tests, evaluates, and recommends technologies to improve our overall data infrastructure. • Produces excellent documentation.

• Own the execution of the Executive Team's technical strategy, turning high-level goals into actionable milestones and scalable system designs. • Lead by example by personally building prototypes, core libraries, and foundational projects that set the standard for how the rest of the team builds. • Set and enforce technical standards, ensuring every design choice handles failure modes, scalability, and performance in our production environment. • Run a rigorous design review process that prioritizes backward compatibility and solid verification for our data-heavy systems. • Evolve our microservices (Node.js/EKS/AWS), focused on reducing technical debt and making the system run more efficiently as we scale. • Partner with Product and Engineering to make sure requirements are crystal clear and that what actually gets built stays true to the original vision. • Master the data lifecycle, from IoT ingestion to storage and processing, building the foundations that our teams will eventually own. • Roll up your sleeves to implement observability and monitoring standards, ensuring our platform hits the highest possible bar for uptime.

• Install Tenna product trackers on mid-sized vehicles and heavy equipment. • Test trackers and equipment after installations to ensure performance and compliance with specifications. • Test equipment for fault tolerance and determine required repairs. • Train Tenna customers on best practices for hardware installation and proper use of Tenna products. • Effectively troubleshoot, diagnose, and repair issues associated with Tenna’s equipment and systems. • Ensure installations are completed according to Tenna’s policies and procedures. • Maintain a high degree of knowledge on the use of the Tenna Asset Management System and its associated products. • Collaborate with the Customer Success team to ensure customer satisfaction and effective service delivery. • Receive and respond quickly to all telephone and email inquiries related to product installation, sales, or management team queries. • Proactively anticipate equipment needs, set priorities, and meet assigned tasks. • Work safely and efficiently at all times. • Process expenses and daily timekeeping in a timely manner. • Write effective daily notes to document your work.

• Owns the full people management lifecycle for direct reports: 1:1s, performance reviews, career development, hiring, terminations, and compensation decisions. • Manages multiple engineering teams, owning people and delivery outcomes across scope. • Ensures teams meet their KPIs and have the right staffing to deliver on commitments. • Develops Tech Leads in their roles, supporting their growth in design ownership, technical mentorship, and delivery accountability. • Owns active project management for feature development—defining scope with Product partners, scheduling delivery, identifying dependencies and complexities, managing timelines, and moving resources as necessary to protect commitments. • Acts as the project management layer for engineering: coordinates with Product Managers to align on deadlines and priorities, surfaces risks early, and proactively resolves scheduling conflicts. • Holds Tech Leads accountable to delivery commitments and design completion. Gut-checks estimates and engages with project designs, plans, and scope definitions to identify execution and schedule risk. • Holds partial accountability for burn charts—does not own them outright but is responsible for ensuring they accurately reflect project health. • Ensures deployment plans are defined and in place ahead of every feature release. • Identifies technical and schedule risks across projects; partners with Tech Leads on mitigation strategies before issues escalate. • Partners with Product Management to understand priorities, define features clearly, and negotiate tradeoffs between scope, time, and resources. • Partners with Tech Leads to ensure execution proceeds correctly per process and standards. Where execution gaps exist, addresses them through coaching, resourcing, or process intervention. • Drives process improvement initiatives to increase team efficiency, delivery predictability, and engineering quality.

• Support and execute day-to-day contract lifecycle administration, including full contracts, renewals, and addendums • Perform initial review of contracts and related documentation to ensure accuracy, completeness, and alignment with company standards prior to final approval • Validate contract data, pricing, and terms to ensure consistency with approved structures and prior agreements • Apply judgment within established guidelines to identify risks, inconsistencies, and non-standard terms, escalating as appropriate • Identify discrepancies in contract terms, pricing, or data and coordinate resolution with internal stakeholders • Coordinate with Sales and Customer Success to resolve contract errors or missing information, ensuring timely and accurate processing • Maintain accurate and organized contract records, documentation, and audit tracking to ensure data integrity across systems • Work within CRM (Salesforce) and internal systems to support contract processing, validation, and record accuracy • Support enforcement of contract standards, workflows, and signature requirements • Conduct periodic audits of contracts and related data to ensure ongoing accuracy, compliance, and alignment with contract terms • Assist with updates to customer pricing structures and contract records, ensuring all changes are properly documented and implemented • Collaborate cross-functionally with Finance, Sales, and Customer Success to support contract-related processes and improve operational alignment • Support internal audits and reporting by ensuring accuracy and consistency across contract records • Identify inefficiencies in contract workflows and contribute to process improvements that enhance scalability and processing timelines • Manage multiple contracts and priorities in a fast-paced environment with a high degree of accuracy

• Design and implement standardized processes and workflows across Customer Success and Professional Services to drive consistency and scalability. • Build and maintain customer playbooks, templates, and best practices that enable the team to deliver repeatable, high quality customer experiences. • Partner with cross-functional teams to ensure processes are integrated and aligned across departments. • Proactively identify and mitigate operational bottlenecks before they impact team performance or customer outcomes. • Track and analyze key performance metrics including customer health scores, retention rates, NPS, and time-to-value to surface trends, risks, and opportunities. • Build and maintain dashboards and reports that give leadership and the broader team clear, actionable visibility into performance. • Use customer data and qualitative insights to continuously iterate and improve CS operations. • Own the CS technology stack including Salesforce and other customer success platforms, ensuring tools are optimized for efficiency and data accuracy. • Lead the rollout of new tools and integrations in partnership with IT and Product teams. • Ensure full team adoption through training and ongoing enablement. • Partner with CS and Onboarding leadership to define team goals and individual performance benchmarks. • Monitor adherence to operational processes and progress toward targets. • Deliver recommendations that improve team efficiency and customer satisfaction. • Support workforce planning initiatives including capacity modeling and resource allocation as the team scales to meet a rapidly growing customer base. • Continuously evaluate and improve the operational systems that allow the CS team to grow without sacrificing customer experience. • Collect and analyze customer feedback to inform process improvements and product enhancements. • Act as a liaison between customers and internal teams to ensure alignment and responsiveness. • Develop and execute strategies to increase customer engagement and advocacy.

• Own and manage the full lifecycle of customer contract renewals, from early planning through contract execution • Execute a structured 180, 90, and 30-day renewal cadence to ensure proactive engagement and on-time renewals • Manage a high-volume renewal pipeline, driving predictability and consistency in execution • Partner with CAMs during key renewal touchpoints to confirm customer intent, align on scope and pricing, and mitigate churn risk • Establish and maintain risk grading to proactively identify and address at-risk accounts • Develop and execute commercial strategies for renewals, including pricing, term optimization, and contract structuring • Identify and drive expansion opportunities by packaging additional products and services into renewal motions • Act as the central point of contact for renewal coordination across Sales, Customer Success, Support, Finance, and Legal • Ensure renewal contracts are accurate, compliant, and aligned with company standards and pricing models • Uphold pricing integrity and address discrepancies or non-standard terms when necessary • Maintain accurate renewal forecasting and reporting to improve visibility and confidence for leadership • Ensure all non-renewals are documented with clear reasons and insights to support churn analysis and continuous improvement • Analyze renewal trends to identify opportunities for process improvement and revenue optimization • Build and refine scalable renewal processes, playbooks, and tools for the team and department

Role Description Tenna is searching for a creative and collaborative Customer Education Program Manager. In this role, you will shape the Customer Education experience through a variety of training opportunities and platforms to develop customized content, in both written and video formats. From concept to execution, you'll be the driving force behind our customer's experience, coordinating resources as necessary. Your skills will shine as you assist in creating and delivering customer and employee training, the materials for those experiences, and collaborate with various teams to ensure consistent and accurate materials across the board. Responsibilities - Meet with Customer end-users in person and virtually to determine needs (scope) of custom training content. - Primary lead for customization of LMS to meet customers' needs. - Create learning materials including but not limited to courses, guides, presentations, videos for primarily external end-user customers, and internal employees. - Collaborate with cross-functional teams, such as Engineering, Product, Customer Success, and Sales, to infuse content with diverse expertise and perspectives. - Proactively seek and integrate feedback from stakeholders to continually enhance content quality. - Host and/or deliver training sessions to customer end-users and employees both in-person or virtually. - Continuously analyze content performance metrics, utilizing data-driven insights to optimize content quality and strategy. - Generate innovative content ideas aligned with company goals and industry trends to ensure fresh and engaging materials. - Actively participate in planning meetings, infusing discussions with valuable insights to drive the content strategy forward. Qualifications - Bachelor’s degree in business, marketing, digital technologies, or related major. - 5+ years managing, building, and delivering training programs. - 5+ years of experience creating and executing content development strategies. - 5+ years of experience writing, editing and finalizing content (technical subject matter) for marketing/sales and education purposes - presentations, sales materials, etc. - Strong writing and editorial skills. Experienced in understanding what and how audiences consume content and creates it accordingly. - Strong experience using Content Management Systems / tools (i.e., HubSpot, Help Scout, Docebo, Zen Desk, etc.) and implementing best practices. - Experience with content creation programs (i.e. Articulate). - Experience with Design & video programs and platforms (i.e. Adobe Programs: InDesign, Photoshop, and Illustrator, VEED). - Strong experience using narratives and storytelling to build loyalty and awareness amongst customers. - Strong experience building relationships with internal stakeholders and external customers. - Strong experience collaborating cross-functionally with varying departments such as Engineering, Product, Customer Success, Sales, etc. - Experience with leveraging data to deliver and report out on ROI driven results. - Strong Project Management Skills. Benefits - Full-time opportunity. - Location: Remote – nationwide. - Travel is required - 30 - 40%. - 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. - Dependent Care offered. - 401k match. - Employee referral bonuses.