Job Description
Who you are The Customer Success Specialist will possess strong communication, relationship-building, and problem-solving skills Bachelor’s degree, preferably in business, finance, or a related field 1+ years of working experience in a customer-facing role, ideally in financial services or with subscription-based services; this may include relevant internships Or a relevant degree and internship experience for new graduates Excellent written and verbal communication skills A self-starter who is diligent and organized, but adaptable and creative Experience in financial services and/or familiarity with credit a plus What the job involves The Customer Success Specialist will be responsible for increasing user adoption, driving retention rates, promoting processes, and developing relationships with key stakeholders across the buyside credit investing space, while also helping support the wider team Become an Octus expert with an understanding of the Buyside segment, our products, services, and the financial restructuring industry/process, along with the sub-investment grade market Manage a book of buyside accounts to understand their business drivers and goals and ensure they are sticky with the Octus product suite Develop key relationships and drive usage with a wide range of subscribers through understanding each of their different workflows, educating them on best practices on how to use their subscription, gathering feedback, and providing updates on new functionalities/databases Leverage existing customer relationships and expand the network of relevant contacts within each client to become the partner of choice for their needs Monitor key performance indicators across accounts and strategize outreach efforts through emails, phone calls, and in-person meetings to maximize usage and adoption Act as the voice of the customer when collaborating with various internal teams across sales, editorial, product, and tech to ensure our client’s needs are met Work closely with the sales team to develop account strategy, monitor client’s platform usage, and share findings from client interactions, including but not limited to relaying new firm knowledge and potential expansion opportunities to ensure customer growth Benefits Medical, dental, vision and 401(k) benefits A flexible, hybrid working policy with home office reimbursements Reimbursements for career development and continuing education Generous paid time off – including vacations, sick leave and parental leave Employee referral bonuses Gym subsidies and other fun fitness benefits Kudos program to recognize and reward colleagues Manager training programs