Customer Success Specialist

2 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Octus Full time

Octus is a leading global provider of credit intelligence, data, and analytics. Since 2013, tens of thousands of professionals across hedge fund, 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: octus.com.

Working at Octus

Octus hires growth-minded innovators and trailblazers across the globe to drive our business and culture. Our core values – Action Oriented, Customer First Mindset, Effective Team Players, and Driven to Excel – define an organizational ethos that's as high-performing as it is human. Among other perks, Octus employees enjoy competitive health benefits, matched 401k and pension plans, PTO, generous parental leave, gym subsidies, educational reimbursements for career development, recognition programs, pet-friendly offices (US only), and much more.

Role

The Customer Success Specialist is responsible for providing top tier service to the Octus client base to ensure client satisfaction, promote education, and drive adoption. This role provides a great opportunity for anyone with customer support or onboarding experience with the drive to build relationships and increase usage.

Responsibilities:

  • Become an Octus expert with an understanding of our client segments, products and the sub investment grade market.
  • Maintain consistent contact and develop relationships with the Octus client base to understand their business drivers and goals and ensure they are sticky with the Octus product suite.
  • Educate and train users on using the Octus platform, this could include demos, sharing best practices on how to use their subscription in their day to day workflows, customizing email preferences, providing updates on new functionalities/databases - and other creative communication strategies.
  • Monitor key performance indicators across accounts and strategize outreach efforts through emails, phone calls and in-person meetings to maximize usage and adoption.
  • Proactively engage clients to gather feedback and report it. Advocate for product and coverage improvements based on feedback.
  • Engage directly with clients on technical requests and provide solutions to common client challenges.
  • Collaborate with various internal teams across sales, editorial, product, and tech to ensure our client's needs are met.
  • Work with the sales and account management team to support new business and cross sell opportunities on an as needed basis. This may include providing training, monitoring usage, collecting feedback and mapping accounts.
  • Take on responsibility of ad hoc projects or roles.

Requirements:

  • Bachelor's degree, preferably in business or related field.
  • 1-2 years working experience in finance or sales related field.
  • Strong written and verbal communication skills.
  • Fluent in mandarin is a plus but not required.
  • A self starter who is diligent, creative, organized, persistent and detail-oriented.
  • Experience or interest in a financial profession or subscription-based services a plus.

Octus 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.

Seniority level

Entry level

Employment type

Full-time

Job function

Other

Industries

Technology, Information and Internet

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