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.