Senior Manager of Customer Success

Overview

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Sentient Decision Science builds scientific technology that quantifies the impact of human emotion on choice, providing more accurate predictions and deeper explanations of behavior in order to increase empathy for the human condition. We believe that by providing scaled access to human emotion and its cognitive triggers, Sentient is delivering new-to-the-world insight on human behavior and the “whys” behind it.

Sentient Insights is seeking a Senior Insights Director to join our team of researchers, behavioral scientists and technologists in our Portsmouth, NH location. Sentient Insights builds business insights products using the theories, techniques and technologies developed by Sentient Labs. These products are automated and answer recurrent business questions, bringing the benefits of behavioral science to business, at scale.

Position Details

Senior Manager of Customer Success are experts in the application of the Sentient Insights Platform of Products and
serve as the key point of contact with customers. Through daily customer engagement Sr. Customer Success Managers play a critical role in account growth by educating and broadening customer perspective on the strategic value of Sentient’s Platform of Products. They work collaboratively with customers’ key points of contact and Sentient Insights’ team members on fulfillment
of client deliverables and to ensure appropriate KPIs are met
and exceeded.

What You’ll Do:

Broaden customer strategic reliance on Sentient
Platform of Products

a. Advise, train and inform customers on Sentient Insights Platform of Products, including storytelling analysis and interpretation, tracking and credit allocations, and satisfying day-to-day client needs toward expanding contract ARR

b. Leverage regular engagement with customers to explore expanding insights needs and fit with Sentient Insights Platform of Products. Initiate regular outreach with meaningful insights content to reinforce Sentient value. Institute regular cadence of customer meetings, in person and virtually, to build strong partnerships, and progress strategic thinking

c. Work to continuously advance product value by sharing
the voice of the customer across Sentient Insights team,
the Lab, Technologies, and Business Development team.
Consistently communicate and align with customers and business development team members to exceed customer expectations
Provide outstanding customer service in the execution of Sentient Insights’ Platform of Products.

a. Communicate daily with customers on status of orders they have within the Sentient Platform of Products pipeline

b. Suggest recommendations and consult to better processes, reports, and outcomes for customers

c. Review new order specifications for variance from standardized product design and/or target audience feasibility and communicate potential impact on cost and timeline to customer and business development team

d. Test study links to ensure consistency with specified design, audience targeting and test stimuli. Provide final approval to launch. Mentor Insights Managers on product processes, project and field management techniques

e. Partner with team members to support and inform a training program for customer use of the platform. This could include online video tutorials, live sessions, webinars, and stand-alone materials

f. Apply experience and background to mentor and advance Insights Manager capabilities in the areas of product processes, project and field management techniques, and effective organizational and client communication. Integrate workstreams, processes, and feedback to better the Sentient Insights product experience
Work with Sentient Insight customer teams to manage project revenue and costs

a. Work with Research Managers to analyze and track sampling, panel and out of pocket costs as it relates to contracts, allocations, and product usage

b. Work with Sentient Insights’ technology to inform and expand the usability of the platform

c. Oversee quality assurance on platform visibility and appropriate interpretation of insights

d. Coordinate regular reporting meetings to discuss operating costs and revenue, including Sentient Insight and Sales directors and above
Apply experience and background to mentor and advance Customer Success Manager capabilities in the areas of behavioral science platform and technology use, and effective organizational and client communication. Integrate workstreams, processes, and feedback to better the Sentient Insights product experience

Locations

Portsmouth, NH

Portsmouth’s unique geographic location offers endless opportunities for recreation. Spend the day at the beach, sailing out to the Isles of Shoals, or enjoying a lobster dinner on one of the local piers.

Scottsdale, Arizona

Sitting at the base of Camelback Mountain, the office offers views of the McDowall Sonoran Preserve, the largest “urban park” in the United States, encompassing more than 30,500 acres and over 180 miles of trails.

London, England

Two decades ago, the area was decidedly grittier, edgier and rougher – today it is the unrivaled creative hub of the East End. In fact, Old Street’s Silicon Roundabout is the third largest technology start-up cluster after San Francisco and New York City.

Niche Grade for Portsmouth, NH

Public Schools

Housing

Families

Ask An Employee

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Knowledge, Skills, Experience

The Senior Manager of Customer Success position is occupied by someone who possesses a broad skill set in the implementation and fulfillment of quantitative research, and who has a solid foundation in customer success communication methods. Successful Senior Managers demonstrate the ability to identify and communicate evidence-based insights to answer business questions and strategically offer value for expanded use of Sentient Insights’ platform. Excellent organization and communication skills are required.

This position requires 7+ years of market research experience, with an emphasis on client or customer facing interactions, and a bachelor’s degree with emphasis in the areas of psychology and business.

Preferred Qualifications

Master’s level degree in behavioral science, marketing research or business management.

Sentient Decision Science is an equal opportunity employer and will provide a reasonable accommodation, for medical or religious exemptions, where it does not create an undue hardship to the Company under federal, state, and local law. Sentient Decision Science is an equal opportunity employer. We strive to create a culture in which every voice is valued, where employees have a sense of belonging and connection with one another and to the organization, and they feel empowered to do their best work. We are committed to increasing diversity at all levels within the Company and we encourage people of all backgrounds to apply to our open positions.

If you think you have what it takes but aren’t sure you meet all the requirements of this job, we invite you to connect with us. We value all perspectives and life experiences and want to hear about yours.

Benefits

Competitive compensation and excellent benefits including 401K Plan, profit sharing, health, dental, and disability insurance. Flexible remote working policy.

Sentient Decision Science is an equal opportunity employer and will provide reasonable accommodation, for medical or religious exemptions, where it does not create an undue hardship to the company under federal, state, and local law. Sentient Decision Science is an equal opportunity employer. We strive to create a culture in which every voice is valued, where employees have a sense of belonging and connection with one another and to the organization, and they feel empowered to do their best work. We are committed to increasing diversity at all levels within the company and we encourage people of all backgrounds to apply to our open positions.