Senior Customer Success Manager – Retail & Hospitality

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.

Attensis 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!

Senior Customer Success Manager Retail & Hospitality

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 Attensis 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 Attensis 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 exponential growing technology business, backed by prominent investors and with fantastic products that make a real, measurable impact.

What will you do here?

The very first thing you will do once you join us, is to get to know and love our products, values, people and way of operating.

We want you to get under the skin of our business and truly understand the value we provide our customers, so that you can approach your role with genuine excitement and confidence.

Beyond that, your role will largely revolve around activities such as :

• Working closely with the business unit leader and the rest of the Retail & Hospitality sector team, to look after and ensure the happiness and success of new and existing Attensi customers.
• Developing strong relationships with our customers at the senior operational level to understand them and how Attensis products can aid in solving some of their hardest organizational challenges.
• Mapping organizational challenges, training and development needs and co-developing solution content and proposals together with Account Managers & Account Directors to help drive the growth & retention of the customer.
• Developing powerful evaluation decks that demonstrate real world impact against customers goals and driving Attensis utilization as a key business tool.
• Translating complex technology principles, hierarchies and integration set-ups to key customer stakeholders so that operational decisions can be made and executed upon.
• Translating customer business challenges to internal Attensi technical & product teams so that new features and product development occurs in step with what the market requires.
• 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, etc.

Who are we looking for?

We are looking for someone with drive, creativity, courage, and motivation to create real value and change. You have an analytical approach and the ability to think at a second level on problems, challenges and opportunities.

You have a solid business understanding and are best when having to deal with multiple technical led problems and developing creative solutions.

We are looking for someone smart, analytical, highly organized, commercial, empathetic, comfortable taking an insight-driven approach to developing relationships and delivering value for customers and for Attensi.

You are passionate, curious, love learning and learn fast. You bring energy and engagement to work, and thrive when spending your days in a dynamic, fast-paced environment, working closely with other people.

The right person for our team will have :

• 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.

What do we offer?

At Attensi you will become part of an exciting and rapidly growing scale-up that is already a global leader in its field.

You get to work in a flat, open and free environment, surrounded by committed, smart and talented colleagues from a variety of backgrounds, both culturally and academically.

You will play a central role in our largest and fastest growing team and will have very good opportunities for further development and growth in both the role and the company.

Attensi has an energetic and social working environment. And with that, we have the appreciation and understanding behind operating in a hybrid model, where we are in-person twice weekly in our office near North Station / TD Garden.

We work hard, but also have a lot of fun. Monthly social activities like Attensi-days, sporting events, after-work drinks, get togethers, game nights and company trips to our Norwegian HQ or elsewhere, are some of the ways in which we ensure we not only work together, but also play together!

Are you a Game Changer?