Customer Success Manager Job Vacancy in Peak AI Mumbai, Maharashtra – Updated today

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Full Details :
Company Name : Peak AI
Location : Mumbai, Maharashtra
Position :

Job Description : The Opportunity
Peak is the 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 Peak 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 Engineering team, as we start the next stage of our global growth.
As a founding member of the Peak team in Mumbai you will play an important role in the globalisation of the business and Decision Intelligence as a category. This will necessitate a passion for AI, a commitment to advancing the Peak culture and desire to build a high performing team in your chosen clubhouse.
These are incredibly exciting time for Peak and we welcome you to become a part of our mission to change the way the world works and build an amazing company.
Purpose of the Role
This is an exciting opportunity to join a successful Customer Success team in one of the hottest UK based AI tech companies. 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.
The Role
Based in Mumbai, as Customer Success Manager you will be responsible for truly understanding our customers’ businesses. Using that knowledge, you will manage the onboarding of the Peak system so that they achieve their business goals with AI.
Key Responsibilities:

Onboard all new accounts, working with the customer to build an onboarding plan
Understand a customer’s business, identifying how solutions that Peak offers 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 Peak’s products and services exceeds the customer’s expectations 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 insights provided by Peak to customers in a compelling, engaging way that enables actions to be taken.
Work with Peak’s technical teams (Engineering and Data Science) to plan the onboarding of customers to Peak.
Produce weekly reports for the customer during the onboarding process, showing progress against the agreed plan.
Chair review meetings with customers during onboarding, with support from the Data Science team.
Manage project scope, reviewing any additional work requested with the Commercial team to ensure the 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.
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 onboarding 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.
Plan and chair Quarterly Business Reviews with our customers to drive retention and growth
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 – Always up for new ideas and able to take and give feedback in a positive way.
Driven – sets high goals, doesn’t give up, and make sacrifices to ensure that their job gets done on time and meets/exceeds expectations.
Curious – Aware of new technologies and uses them to make new improvements in the Engineering ecosystem.
Smart – Innovative and thinks out of the box, in difficult situations finds a way to succeed no matter what
Responsible – takes ownership of tasks given and has a strong work ethic.

Required Experience:

5-7 years of experience with at least 2-3 years of experience in identifying business opportunities and delivering creative solutions to complex problems, enabling value in a customer’s business.
Experience in managing multiple stakeholders and ensuring successful delivery of the SaaS/ IT projects
Overseeing core project metrics to ensure adherence to SLAs and value delivery
Consulting/ advisory role to senior leadership teams in major customer organizations in relation of IT services
Excellent interpersonal skills and multiple examples of developing strong customer relationships. Providing directions and specialist knowledge in applying technology/ application/ platform to clients business
Understanding, interpreting and presenting complex data in a way that is meaningful to non-technical audiences
Working knowledge of key aspects of typical manufacturing/ retail/ CPG businesses like product, marketing, operations. Ability to identify opportunities to add value to customers.
Demonstrated experience of managing and exceeding SLAs.
Broad understanding of typical enterprise applications (for example ERP and/or CRM applications) and IT infrastructures
Preference to 2-3 years experience in project management. MBA/ Master’s degree

The Peak Decision Intelligence Platform
Leveraging serverless and container architecture, Peak is built for handling data at scale. It enables businesses to productionize AI, end-to-end, in a single platform. Insights and intelligence can be accessed via an array of outputs including in-built and custom apps, integrated via APIs and more.
You can read more about Peak on our website too.
Benefits

Opportunity to make a large impact in a fast-growing company with global ambitions and influence Peak’s early success in entering the global market.
Share options / Equity in Peak – Peak is our company, Peak is your company.
Flexible culture – Hybrid working model (Clubhouse/Home) and flexible hours with work life balance in mind.
33 days annual leave, inclusive of bank holidays, rising with each year of service up to 38 days.
Family leave benefits, including a world class maternity pay policy (more details here).
A fantastic working environment with open communication channels, autonomous high performance culture and a truly collaborative style.
Opportunity to work from anywhere in the world for 1 month of the year, after one years service.
Mental and physical health support through a variety of channels, e.g., Headspace and Spill app subscriptions, online yoga/boxing/HIIT classes, regular team days and social activities.
Cycle to work initiative and public transport season ticket loans.
Working with cutting edge tech – you will develop skills and experience essential in the modern economy.
Learn from like minded & talented team members across multiple disciplines.
Opportunity to develop in various areas that you may take an interest in as part of your personal development.

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 is 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
Founded in Manchester in 2015 by Richard Potter, David Leitch and Atul Sharma, Peak is on a mission to change the way the world works. We have our clubhouses in Manchester, London, Jaipur, Pune, Mumbai and New York. Our decision intelligence platform provides businesses all over the world with AI-powered solutions that drive commercial outcomes.
Connecting data sets from across an organisation to provide predictive insight and recommended actions, the Peak platform directs fast and effective decision making. It is used by leading brands including Nike, Pepisco, KFC, Sika and PrettyLittleThing.
In August 2021, Peak announced a $75m Series C funding round led by SoftBank’s Vision Fund II. We have grown significantly over the last three years, and now number over 200 people globally. This year Peak received a Best Companies 3-star accreditation, which recognises extraordinary levels of employee engagement and was ranked by The Sunday Times as one of the Best 100 Companies to Work For in 2020 and 2021.

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