Customer Success - Product Specialist

Octus

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: https://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

Octus provides breaking news and market-moving intelligence along with cutting-edge technology and data for hedge funds, investment banks and law firms. We are changing the way that professionals access opaque or complex information, and we are always looking for bright minds to join our growing Customer Success team. 

As a Product Specialist, you'll play a critical role in ensuring customer satisfaction and driving product adoption. You'll need to be a self-starter, comfortable working independently, and a team player who can collaborate effectively with colleagues across various departments.

The Product Specialist will have a deep curiosity and strong communication, relationship building and problem solving skills. Are you a highly motivated individual with a passion for technology and customer success? Do you thrive in a fast-paced environment where you can build strong relationships, manage accounts proactively, and focus on delivering innovative data product solutions? If so, you might be a great fit for our team. 

This is a hybrid position (3 days in office per week) based in our NYC office.

Responsibilities

Product Expertise

• Become an Octus data product and implementation subject matter expert (SME). Collaborate with various customer teams, including security, technology, data, compliance, investment, and operations, to address complex client needs.
• As part of the account team, you will own the end-to-end customer experience and partnership. This encompasses project planning, training, progress monitoring, and reporting. Your responsibilities will include coordinating technical and personnel components, developing comprehensive training and engagement programs, communicating effectively with all stakeholders (up to C-suite), offering strategic guidance, and facilitating a smooth transition to ongoing support.

Customer Success and Adoption

• Support the management of global book of accounts to understand their business drivers and goals and ensure they are sticky with the Octus product suite.
• Develop key relationships and drive usage, educating clients on best practices and how to use their subscription, gathering feedback and providing updates on new functionalities/databases.
• Work closely with the sales team to develop account plans, monitor the 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.
• Monitor key performance indicators across accounts and strategize outreach efforts through emails, phone calls and in-person meetings to maximize usage and adoption.

Team and Cross-Functional Collaboration

• Support other members of the Product Specialist team through collaboration on projects and client-related issues.
• Take on additional projects outside the main scope of work to drive commercial and business growth and innovation, building and maintaining bridges to our wider commercial, product, technology, data, and compliance teams.

Requirements

• 3+ years of working experience in a customer facing role, ideally in tech or financial services, with experience in implementation and onboarding
• Excellent written and verbal communication skills
• A self starter who is diligent and organized but adaptable
• Curiosity and a passion for learning

What we offer

• Develop your career at a fast growing technology company where your voice is heard and culture matters
• Join a group of effective and passionate customer success managers and product specialists that fosters teamwork, open communication and innovation
• Collaborate with wider commercial team along wi