Customer Success Associate

Customer Success Associate London, England

DeepStream Technologies
Full Time London, England 38000 - 75000 GBP ANNUAL Today
Job description

DeepStream is a cutting edge procurement business-to-business (“B2B”) software company based in London. The software empowers businesses to go from sourcing suppliers to contracting with suppliers faster, at lower cost and in a highly transparent way. Over 5,000 businesses worldwide trust DeepStream with their procurement source-to-contract process. Using the latest technology (including AI) we are disrupting incumbent ways of doing business.

We have a highly agile approach to our business, developing it from the grounds up with a group of extremely committed team members who want to make a difference and build their careers at a tech business.

Opportunity:

As a Customer Success Associate you will be responsible for managing business user relationships in their engagement with the DeepStream software.

You will be reporting directly to our Head of Clients & Partnerships in ensuring the business delivers on targets relating to user satisfaction (and NPS score), client churn and client up-sales.

DeepStream is a lean performance orientated team with a flat hierarchy and you will get direct exposure to Marketing, Sales and Product Teams in addition to the CEO from the outset.

Responsibilities:

  • Front line user support via Intercom, email and phone of buyers and supplier users
  • Highlight and communicate upsell and expansion opportunities
  • Own, improve and maintain our Knowledge Centre (user guides/wiki), liaising with the Product team to ensure all new releases are factored in, creating high quality regular content for all users
  • Liaise with Marketing to support on customer campaigns, release notices, webinars, customer boards etc
  • Work alongside Senior Customer Success colleagues to ensure client targets are met or exceeded
  • Manage multiple stakeholders from different cultures, regions and of differing ability levels
  • Articulate account status, risk/issues and performance in a timely manner
  • Use software solution to maximise efficiency of managing user relationships

Ideal candidate will have the following skills:

  • Proactive attitude, take initiatives, be confident around ideas and maximising delivery
  • Self-management skills, role is not a highly managed/ supervised one
  • Ability to work in a small/ lean, dynamic team where asks may come from different teams, different “hats” may be required to be worn
  • Ability to roll sleeves up and get stuck in - everyone needs to contribute towards high growth aspirations
  • Methodical, organised and structured approach to managing high volume of business user relationships
  • Ability to manage pressure and convert this into positive business client outcomes
  • Fluency in languages additional to English is preferred, but not essential
  • Strong stakeholder management, ability to manage time and priorities, and fit into fast paced team
  • High hunger and work ethic to prove yourself and exceed targets
  • Ability to deal professionally with client users in established traditional businesses
  • Quick learner and high desire to upskill

The ideal candidate will have the following previous experience:

  • 2-3 years in B2B Customer Success/ Client Account management
  • Worked at a start-up or similar rapidly evolving environment would be highly regarded
  • Knowledge of the procurement market would be highly regarded but not essential
  • University BSc graduate in course demonstrating data driven and analytical approach to work

Benefits:

  • Base Salary: competitive
  • Stock Options: included
  • Annual Leave: 25 days plus birthday off (and bank holidays)
  • Opportunity to together build a disruptive business, already one of the fastest growing B2B startups
  • Be an early stakeholder in a post-Series A fast-growing tech start-up
  • Exponential growth
  • Awesome Belgravia office (free beer, good coffee, dogs, cycle storage, showers, events and more)

Interview process:

  • Application submitted and reviewed
  • Interviews:
    • Introductory call with Head of Clients & Partnerships (1/4)
    • Workshop relating to a client issue, working through identification, fix and to point of resolution (2/4)
    • Interview with a team member from on of the Product, Marketing or CS (3/4)
    • Interview with the CEO (4/4)

Timeline from Stage 1 to decision made expected to last under 2 weeks

If you do not fit all the criteria, but think you have what it takes to capitalise on the opportunity offered, we would still love to hear from you.

Customer Success Associate
DeepStream Technologies

www.deep.stream
London, United Kingdom
Unknown / Non-Applicable
1 to 50 Employees
Company - Private
Enterprise Software & Network Solutions
2016
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