Customer Engagement Specialist - Maternity Cover

The role

The Customer Engagement Specialist provides support and manages queries for a subset of existing clients on auto-renewal contracts. The role involves ensuring clients receive maximum value from subscriptions and reviewing usage to ensure engagement.

What you will do

• Manage day-to-day support for assigned clients on auto-renewal contracts
• Manage wide ranging questions regarding services, user access, training, and content
• Achieve regular client contact touch points including one call every 2 months and same-day email responses
• Identify potential cross-sell sales opportunities
• Ensure high client retention and minimize cancellations
• Collaborate with Sales, Customer Success, Marketing, and Commercial Operations
• Provide feedback to the product team via Slack for platform enhancements
• Negotiate when clients push back

Required qualifications

• Background in Customer service/support or Account Management
• Proven ability to think commercially and identify future sales opportunities
• Positive attitude and ability to stay organized in a fast paced environment
• Ability to build strong working relationships with clients and internal stakeholders
• Good communication skills verbal and over email
• Self-motivated with high energy and willingness to learn and adapt
• Good organization and structure around time/task management
• Must be willing to work UK business hours
• Previous experience in a similar role with similar areas of responsibility

Nice to have

• Familiarity with the Credit Markets
• Experience in using Salesforce to review and log client interaction and track activity

Benefits

• competitive health benefits
• matched 401k and pension plans
• PTO
• generous parental leave
• gym subsidies
• educational reimbursements for career development
• recognition programs

About the company

Octus is a global provider of credit intelligence, data, and analytics. Since 2013, professionals in hedge funds, investment banking, management consulting, and law firms have used Octus to make decisions in credit markets.