Customer Success Manager
Tenex Software Solutions | Tampa, FL
Location: 3031 N Rocky Point Drive W, Suite 580, Tampa, FL 33607 (on-site)
Schedule: Monday–Friday, 9:30 a.m. – 6:30 p.m.
Salary Range: $65,000 – $80,000
About Us
Tenex Software Solutions is a Tampa, Florida based software technology company developing the next generation of automation for elections offices. The company was founded by a group of experienced IT technologists to serve the needs of large elections offices across the US. The mission of Tenex is to lead in the development of usable technology solutions that combine user interface elegance, up-to-date technology, and unsurpassed customer service.
The Team
This election year, our team is supporting more than 350 local election offices across 25 states. To do this, we are looking to grow our customer-facing team. This team is responsible for making sure customers are set up for success with Tenex provided software and equipment, guiding them through configuration ahead of their elections, answering questions, and documenting customer interactions via our ticketing system.
Why This Role Matters
Supporting elections is not a typical software support job. The work you do directly helps local election officials run accurate, secure, and on-time elections for their communities. It is meaningful, high-trust work — and it comes with the responsibility and rhythm that elections demand.
The Election Calendar
This role follows the election calendar. Support volume increases significantly in the weeks leading up to and immediately following major elections. During these peak periods, generally September through November, you can expect extended hours / on-call availability / atypical shift changes (i.e. earlier or evening hours). We are looking for people who understand that election deadlines are firm and are energized by rising to meet them.
Responsibilities
- Guide customers through planning and preparing their systems ahead of each election
- Listen and respond to commonly asked customer questions
- Review and communicate support documentation with customers
- Respond to customer queries in a timely and accurate way, via phone, email, or chat
- Identify customer needs and help customers use specific features
- Recognize and report product issues to the technical team
- Update our internal ticketing system with information about customer questions, issues, and outcomes
- Share feature requests and effective workarounds with team members
- Follow up with customers to ensure their systems are running smoothly ahead of election day
- Provide support for Tenex-provided software and Apple-based hardware/equipment deployed to customers
- Explore and adopt new and innovative tools, including AI-powered tools, to work more efficiently and improve the customer experience
- Understanding the lifecycle of elections and recognizing the steps required, roadblocks, time constraints, and appropriately escalating issues to the rest of the team
Required Skills
- Experience in a customer-facing role, such as customer support, customer success, or account management
- Excellent written and verbal communication
- Strong problem-solving skills and sound judgment
- Ability to learn and follow product documentation and other training materials
- Ability to stay organized and focused in a fast-paced, deadline-driven environment
- Ability to ask questions and do independent research
- Comfortable learning new software platforms and tools
- Strong multi-tasking abilities
- Patience and professionalism when handling difficult cases
- Discretion and reliability when handling sensitive election data and customer relationships
- General comfort with handling sets of data, databases, metrics, etc.
- Basics of cloud infrastructure and management
Preferred Skills
- Familiarity with the elections industry
- A technical background or experience with IT support
- Experience with Apple hardware (iPad and related devices)
- Experience with a ticketing / help desk system (e.g. Freshdesk )
- Proficiency with Google Sheets, Google Docs, or similar cloud-based applications
- Openness to using new and innovative tools, including AI, to improve processes
- Basic understanding of data schemes, SQL queries, system management
Additional Requirements
- Must be able to work on-site at our Tampa, FL office
- This position will require a background check
- Occasional travel to customer sites, particularly around elections, may be required
What We Offer
At Tenex, we invest in our team and offer a competitive benefits package, including:
- Competitive salary ($65,000 – $80,000)
- Hybrid schedule – 1 work from home day/week
- Health, dental, and vision insurance
- Paid time off (PTO)
- 401(k) with employer match (eligible after one year of employment)
- The opportunity to support the technology behind U.S. elections
Equal Opportunity Employer
Tenex Software Solutions is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected characteristic.
Pay: $65,000.00 – $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- On-site gym
- Paid time off
- Vision insurance
Ability to Commute:
- Tampa, FL 33607 (Required)
Work Location: In person
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