Customer Success Associate

Customer Success · Manchester, Manchester
Department Customer Success
Employment Type Full-Time
Minimum Experience Mid-level

The Opportunity


Peak are a Decision Intelligence company - we are on a mission to help organisations use AI to make great commercial decisions, all the time. Just as importantly, we are also focused on building an amazing company - one where we truly value our people & culture, and strive to make an amazing and diverse place to work. Our recent Best Companies award & 3 star accreditation for being one of the top companies to work for is a testament to this.


We have ambitious plans over the coming years; to launch and lead a new category of technology (Decision Intelligence), expand our operations and create the best working culture possible. This is a great time to join Peak and the Customer Success team, as we start the next stage of our global growth. 


The demand for AI solutions continues to grow and Peak is perfectly placed to capitalise on this. Our blend of industry-leading tech, outstanding service, and smart people provides customers with everything they need to succeed with AI. 


As Customer Success Associate you will have the opportunity to build long term relationships and add real value across different industries, from business users to C-level execs. You will also have the chance to collaborate with the sharpest minds at Peak, from data science to sales.


Purpose of the Role


As a Customer Success Associate, you will be an integral part of the customer-facing heart of Peak. You will support Customer Success Managers (CSM) with the customer onboarding process. Working closely with CSMs and Data Scientists, you will ensure that we have robust plans and help us to use our internal processes and toolkits efficiently as the business scales. The role involves a blend of project management, account management, and business consultancy.


The Role


Based in Manchester, you will be supporting the Customer Success Managers to onboard new accounts and, together with the customer, build a project plan to achieve the customer's goals. You will then work with the team to ensure this plan is met. As the Customer Success team grows, you will be expected to shape this role and bring fresh ideas to the table. Our service and product are already exceeding customer expectations and you’ll contribute to this continued success. 


Key Responsibilities:


  • Work with Customer Success Managers to ensure customers receive the highest standards of service.
  • Collaborate with internal teams (Commercial Managers, Data Science, and Engineering) to support the on-boarding of customers to Peak.
  • Support Customer Success Managers to create compelling, engaging customer-facing content to help us communicate AI-driven insights. This varies from  project update presentations for senior stakeholders to documents setting out the scope of a brand new project.
  • Build trusted client relationships. You will be the go-to person for your projects/customers, contributing to client interactions from workshops to senior team presentations.


Personal Skills:


We are building the fastest, smartest and most customer focused team in the enterprise AI space. You’ll align with our values and help promote the Peak culture, and these values will form the basis of how we evaluate your application to Peak:


  • Open - closely partner in a tight-knit and dynamic team.
  • Straightforward – customer-centric and relationship-oriented to the core. 
  • Driven – positive attitude and willingness to be hands-on in a fast paced growing company. 
  • Curious - interested in technology, the AI space and how it supports organisations to grow. 
  • Smart – ability to solve problems and deliver results by collaborating with cross-functional teams. 
  • Responsible - effectively balance competing priorities and support decisions that best support the team & customer.


Required Experience/Skills:


  • A passion for and experience in building relationships.
  • A multi-tasker; you can juggle numerous things, all at once and it doesn't get you down - you just keep on delivering.
  • Organization and planning: you can condense complex delivery into a logical plan and ensure we deliver against it.
  • Able to work in a fast-paced environment and adapt to change according to the situation
  • Ability to identify opportunities for organisational improvement, both within Peak and externally for our customers
  • You'll have a good understanding of data and analytics, or can demonstrate a desire to learn more.
  • Collaborative self-starter with excellent interpersonal and analytical skills, plus a genuine interest in solving business problems. 


Not essential, but would be great to have:


  • Relevant experience in retail, CPG, and manufacturing business sectors. 
  • Proven ability to engage across corporate functions (Commercial Managers, Data Scientists, and Engineering).


Benefits


  • Opportunity to help scale Peak and make a large impact in a fast-growing company with global ambitions.
  • Competitive compensation package, share options, pension and generous holiday entitlement. 
  • A fantastic working environment with open communication channels, flat hierarchy and a truly collaborative style.
  • Peak has a strong culture that we live by, based on shared values: we are open, straightforward, smart, responsible, curious and driven. 
  • Regular team days and social activities.
  • Cycle to work initiative and public transport season ticket loan.
  • Learn from like minded and talented individuals across multiple disciplines. 


Inclusion and Diversity at Peak


Our mission at Peak is to help businesses do great things with AI - we are the innovators, the disruptors and the gamechangers. Diverse and inclusive companies will drive the fourth industrial revolution - and we will lead from the front. 


Over the next 5 years, we need more than words to create a stronger company and a fairer society, which is why Peak are committed to not only creating an amazing place to work, but a diverse and inclusive one too.


We want to create awesome teams and leadership, where everyone can bring their authentic selves to work and their ideas to solve the complex problems for the companies and the communities we serve.


About Peak


Peak is the pioneer of a new category of enterprise software, Decision Intelligence; the commercial application of AI to optimize business performance. Decision Intelligence allows companies to fulfill their potential, and grow revenues and profits. Peak’s platform is used by leading brands across industries such as retail, CPG, direct-to-consumer, construction and manufacturing. Peak’s customers include Nike, PepsiCo, KFC, PrettyLittleThing, Superdry and CJ Group. 


Peak has been named a Gartner ‘Cool Vendor’ for AI in retail, and was also named in The 10 Best Technology Companies to Work for 2021 with the Best Companies 3-star ‘World Class’ accreditation, which recognizes extraordinary levels of employee engagement. Peak is an Amazon Web Services (AWS) Retail Competency Partner and Machine Learning Competency Partner, and is ISO 27001 accredited.


www.peak.ai

@Peak_HQ

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  • Location
    Manchester, Manchester
  • Department
    Customer Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level