Customer Success Associate

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.