Customer Success Manager - Buyside

Octus•New York, NY

16h•Hybrid

About The Position

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. The Customer Success Manager will be responsible for managing a book of existing Buy Side firms while supporting our efforts to promote processes, drive retention rates, increase usage and develop stakeholder relationships. The Customer Success Manager will possess strong communication, relationship building, and problem solving skills. This position is based in our New York office, on a hybrid schedule (3 days in office/week).

Requirements

1-5 years of working experience in a customer facing role (note: we are also open to promising recent graduates)
Excellent written and verbal communication skills
A self-starter who is diligent and organized, but adaptable and creative

Nice To Haves

Experience in financial services and/or familiarity with credit a plus

Responsibilities

Become an Octus expert with an understanding of the Buyside segment, our products, services, and the financial restructuring industry/process, along with the sub-investment grade market
Manage a book of buyside accounts to understand their business drivers and goals and ensure they are sticky with the Octus product suite
Develop key relationships and drive usage with a wide range of subscribers through understanding each of their different workflows, educating them on best practices on how to use their subscription, gathering feedback, and providing updates on new functionalities/databases
Leverage existing customer relationships and expand the network of relevant contacts within each client to become the partner of choice for their needs
Monitor key performance indicators across accounts and strategize outreach efforts through emails, phone calls, and in-person meetings to maximize usage and adoption
Act as the voice of the customer when collaborating with various internal teams across sales, editorial, product, and tech to ensure our client’s needs are met
Work closely with the sales team to develop account strategy, monitor client’s platform usage, and share findings from client interactions, including not limited to relaying new firm knowledge and potential expansion opportunities to ensure customer growth