Customer Success Specialist, Octus

• 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
• Excellent written and verbal communication skills
• A self-starter who is diligent and organized but adaptable
• Demonstrated interest in financial services and learning the credit markets

• 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
• Become an Octus expert with a strong understanding of our products, services, and the credit investing market
• Develop 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 products
• Lead onboarding and implementation efforts for new Octus subscribers and provide support to first-year customers to prevent churn
• Monitor 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 renewal
• Leverage existing customer relationships and expand the network of relevant contacts within each account to become the partner of choice for their needs
• Proactively strategize outreach efforts through emails, phone calls, and in-person meetings
• Act as the voice of the customer when collaborating with various internal teams across sales, editorial, product, and tech to ensure our clients’ needs are met
• Work 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 growth

• 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

Octus, formerly Reorg, is a global provider of credit intelligence, data and analysis of issues affecting the distressed debt, event-driven and leveraged finance markets. The company sets itself apart by taking an approach that combines reporting with financial and legal analysis, providing a holistic view and delivering that view in real-time.