Customer Success Manager - Product Specialist

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 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.
• Manage the entire customer implementation lifecycle, from project planning and kickoff through onboarding, training, progress monitoring, reporting, and post-implementation review, including coordinating technical aspects, developing training programs, communicating with stakeholders at all levels (including C-suite executives), providing strategic advice, and ensuring a seamless handover to the ongoing support team.

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 before, during, and after implementations, educating them on best practices on 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
• 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 with other departments including tech, product and editorial