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Customer Success Specialist - Investment Banking

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Octus .Octus is a leading global provider of credit intelligence, data, and analytics. Since 2013, tens of thousands of professionals across hedge funds, investment banking, management consulting, and law firm verticals have come to rely on Octus to make better, faster, and more confident decisions in pace with the fast-moving credit markets.For more information, visit: https://octus.com/Role

The Customer Success Specialist will be responsible for increasing user adoption, driving retention rates, promoting processes, and developing relationships within the investment banking space, while also helping support the wider team. The Customer Success Specialist will possess strong communication, relationship-building, and problem-solving skills.This is a hybrid role (3 days in office per week), located in our London office.Responsibilities

Become an Octus expert with a strong understanding of our products, services, and the credit investing marketDevelop key relationships, drive usage, and reach with a wide range of subscribers through understanding each persona’s different workflows, educating them with best practices on how to use the service, gathering feedback, and providing updates on new functionalities, databases, and productsLead onboarding and implementation efforts for new Octus subscribers and provide support to first-year customers to prevent churnMonitor account health across a book of investment banking accounts, identifying at-risk accounts and providing dedicated coverage alongside the account management team ahead of the renewalLeverage existing customer relationships and expand the network of relevant contacts within each account to become the partner of choice for their needsProactively strategize outreach efforts through emails, phone calls, and in-person meetingsAct as the voice of the customer when collaborating with various internal teams across sales, editorial, product, and tech to ensure our clients’ needs are metWork closely with the sales team to develop account plans, monitor our 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 growthRequirements

Undergraduate degree, preferably in business, finance, or a related field1+ years of working experience in a customer-facing role, ideally in financial services or with subscription-based servicesExcellent written and verbal communication skillsA self-starter who is diligent and organized but adaptableDemonstrated interest in financial services and learning the credit marketsOctus is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other legally protected status. We strive to create an inclusive and diverse work environment where all individuals are valued, respected, and treated fairly. We believe that diversity enriches our workplace and enhances our ability to innovate and succeed.

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