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Peak

Customer Success Manager

Customer Success · Manchester, Manchester
Department Customer Success
Employment Type Full-Time

 

Purpose of the Role

To be the face of Peak to our customers. To own the on-boarding process and ongoing relationship with our customers, ensuring the Peak service and product meet their expectations and always adds value to their business.

The Opportunity 

The demand for AI solutions is growing massively and Peak are perfectly poised to capture a significant share of the enterprise market. Our blend of great tech, brilliant minds and business understanding, provides customers with everything they need to embrace AI.  This is an exciting opportunity as an integral part of a successful Customer Success team, in one of the hottest UK AI tech companies. You will have the opportunity to build long term relationships and add real value to a wide range of customers across different industries. You will have total visibility from both a Peak perspective and with customers; meeting a range of people from business users to C-level execs. You will also have the chance to work collaboratively across the teams at Peak, from data science to sales. 

     

The Role

Based in Manchester, we need a Customer Success Manager to make sure we’re achieving our goal of making our customers great at what they do. Our service and product are already exceeding customer expectations, and you’ll make sure it stays that way.

Key Responsibilities:

  • On-boarding all new accounts and, together with the customer, build a customer success plan to achieve the customers goals. 

  • Understand a customer’s business, identifying how solutions that Peak offer can be successfully integrated to ensure they deliver value.

  • Build and maintain strong and long-lasting relationships with a portfolio of customers.

  • Ensure the delivery of the Peak service and product meets/exceeds the customer’s expectations and objectives and adds value every time.

  • Ensure a smooth customer journey from engagement onwards, anticipating and addressing any barriers, and striving to continuously improve the experience for the customer.

  • Clearly communicate the insight provided by Peak to customers in a manner that enables actions to be taken.

  • Work with internal teams (Engineering and Data Science) to plan the on-boarding of customers to Peak. Present the on-boarding plan to customers during kick-off sessions.

  • Produce weekly reports for the customer during the on-boarding process, showing progress against the agreed plan.

  • Chair review meetings with customers during on-boarding, with support from the Data Science team.

  • Manage scope, reviewing any additional work requested with the Commercial team to ensure impact is understood.

  • Be able to understand and communicate the work completed by the Data Science team clearly and concisely, relating back to the agreed business goals. Review insight reports to ensure the required business questions are addressed.

  • Anticipate and solve customer problems, working cross-functionally to handle any issues identified. Ensure required escalations made by Data Science or Engineering are communicated to the customer, highlighting any impact to on-boarding timescales or service levels.

  • Become an advocate of the Peak service, and communicate the other services that Peak can provide to customers to add value. Work closely with the Sales team to pass on opportunities.

  • Maintain high levels of customer engagement with a focus on customer satisfaction and loyalty. Conduct Service Reviews to measure customer satisfaction. 

  • Proactively spot and correct any issues that could affect customer satisfaction or retention.

  • Help drive customer references and case studies.

  • Forecast and track key account metrics and monitor performance against customer SLAs, taking immediate action in the event of any not being met.

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:

  • Open - ability to build positive & productive relationships both internally and externally.

  • Straightforward – customer centric and relationship oriented to the core. 

  • Driven – self starter with high levels of motivation and resilience with the ability to work proactively in a  fast paced growing company. 

  • Curious - interested in technology, the AI space and how it supports organisations to grow. 

  • Smart – highly skilled problem solving abilities (quantitative, conceptual, analytical).

  • Responsible - effectively balance competing priorities and support decisions that best support the team & customer.

Required Experience

  • A solid background, ideally gained in the retail industry, of identifying business opportunities and delivering innovative solutions to complex implementations , enabling value in a customer’s business.

  • Experience in handling delivery across different functions.

  • Excellent interpersonal skills and multiple examples of developing strong customer relationships.

  • Demonstrated experience of managing and exceeding SLAs.

  • Ability to identify opportunities to add value to customers.

  • Demonstrated experience of interpreting complex analysis and communicating to customers in a clear and concise manner. 

  • Ability to work cross-functionally, ensuring activities are on track and issues dealt with efficiently.

  • Ideally, experience in managing multiple (& concurrent) technology implementations.

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. 

About Peak

Founded in 2014, Peak has grown rapidly, in line with the world’s fastest growing SaaS companies, winning numerous awards and attracted significant funding to support the company’s ongoing investment in machine learning and AI technologies. This furthers our mission to become the world’s leading AI System business.

Headquartered in Manchester, Peak also has offices in London, Edinburgh, Jaipur and Brisbane. Our clients include established FTSE 250 retailers, manufacturers and well-known brands alongside highly innovative and tech-savvy businesses. 

Peak is an Advanced Amazon Web Services (AWS) Partner and holds Machine Learning Competency status.

Find out a whole lot more on our website 

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  • Location
    Manchester, Manchester
  • Department
    Customer Success
  • Employment Type
    Full-Time