Customer Success Manager - Product Specialist

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/week), based in our London office.

Responsibilities

Product Success

• Become an Octus data product and expansion subject matter expert (SME). Collaborate with various customer teams, including security, technology, data, compliance, investment, and operations, to address complex client needs.
• Manage the entire customer post-sale, from project planning through expansion onboarding, training, progress monitoring, reporting, and proof of concepts.
• Coordinate technical aspects, develop training programs, communicate with stakeholders at all levels (including C-suite executives), provide strategic advice, and ensure a seamless handover to the ongoing support team.
• Analyze and channel customer business objectives and feedback with business owners, Product, Commercial, and other senior stakeholders to influence product roadmap.

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 for your book of business, educating them on best practices on how to use their subscription, gathering feedback and providing updates on new functionalities/databases. Re-engage customers when feature gaps are closed.
• Work closely with the sales team to 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
• Project management experience a plus
• 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 with other departments including tech, product and editorial

Octus provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Octus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.