Senior Customer Success Manager - Retail & Hospitality

Attensi As - Boston, MA

Full-time - Mid Level

Boston, MA

101-250 employees

About the position

We are Attensi, a global company founded in Norway specialized in gamified simulation training. Since our inception in 2012, Attensi has grown to become a global leader in the field, with training solutions used by global brands in more than 140 countries and in 50 different languages. We work with some of the largest professional services, insurance, consulting, hospitality, retail, and pharmaceutical brands in the world including Circle K, Starbucks, BSH, Travelers, Zurich Insurance, Oliver Wyman, PwC, Boehringer Ingelheim. Attensi is growing at an exponential pace and since securing funding from Lugard Road Capital, DX Ventures, and Viking Venture, we are now focused on growing our business in new markets. Attensi's team now consists of more than 250 Game Changers across our HQ in Oslo, Norway and London and we have started building our team in Boston, with almost 30 people on the ground already. Here, we plan to establish a large team and a strong presence - SUPERFAST! As part of delivering on our international growth, we are now seeking a driven Senior Customer Success Manager, particularly focused to strengthen our already relentless customer orientation within the Retail & Hospitality sector. Working closely with the business unit team, this person will develop and grow relationships with existing accounts within this sector ensuring the long-term success of our customer portfolio. This is a key role within one of Attensi's most exciting and core sectors, and there is ample opportunity to influence the shape of the role. As a company, we also believe in empowering people to grow and develop and have a strong record of giving people further opportunities as we grow. As a Senior Customer Success Manager, you will delve deep to understand the key technical & operational challenges each customer is facing, and how Attensi's product suite can maximize impact for them and help them use Attensi in the best way possible. You will work to ensure successful implementation, launch, and continuous use of Attensi's solutions with your customers and will develop strong operational relationships with key stakeholders to ensure they experience value from the partnership. You will also work closely with Account Managers, Account Directors, Sector Leads & Product Teams on new growth opportunities for your customers. If you have a passion for developing relationships and delivering real impact to customers, this is a great opportunity to join a strong team in an exponentially growing technology business, backed by prominent investors and with fantastic products that make a real, measurable impact.

Responsibilities

• Working closely with the business unit leader and the rest of the Retail & Hospitality sector team to ensure the happiness and success of new and existing Attensi customers.
• Developing strong relationships with customers at the senior operational level to understand their needs and how Attensi's products can aid in solving organizational challenges.
• Mapping organizational challenges, training and development needs, and co-developing solution content and proposals with Account Managers & Account Directors to drive customer growth & retention.
• Developing powerful evaluation decks that demonstrate real-world impact against customer goals and driving Attensi's utilization as a key business tool.
• Translating complex technology principles, hierarchies, and integration setups to key customer stakeholders for operational decision-making.
• Translating customer business challenges to internal Attensi technical & product teams to ensure new features and product development align with market requirements.
• Creating and delivering launch communication plans to ensure successful and impactful solution launches.
• Driving knowledge about Attensi in the Retail & Hospitality space through participation in industry forums, social channels, and attending select industry events and exhibitions.

Requirements

• 5+ years of experience with customer-oriented work, preferably in proven senior customer success roles.
• Previous experience working in technology businesses, interacting with technology stacks and software solutions is preferred.
• Previous experience owning renewals on a significant portfolio of business.
• Previous experience of working within account team structures, having regular collaboration & focus on customer success & owning measurable impact.
• A proven track record of supporting solution launches and engaging with senior customer stakeholders to ensure ongoing success.
• Experience of working with customers in the Retail & Hospitality space is ideal, but not a must.

Nice-to-haves

• Experience in a fast-paced technology environment.
• Strong analytical skills and the ability to think critically about problems and opportunities.
• Creativity and motivation to create real value and change.

Benefits

• Opportunities for further development and growth in both the role and the company.
• Energetic and social working environment with monthly social activities.
• Hybrid working model with in-person collaboration twice weekly.
• Fun company culture with events like game nights and trips to the Norwegian HQ.