Customer Engagement Specialist - Maternity Cover at Octus in Pakistan

The Customer Engagement Specialist at Octus will be responsible for providing help with ongoing support and queries from a sub-set of existing clients that are on “auto-renewal” contracts and address any questions they might have about their access, their subscriptions and the content they subscribe to. Ensuring the client gets maximum value from their existing subscriptions is a key element of this role. This role will also entail providing the client updates on their subscription and reviewing usage to ensure good overall use/engagement with our services.

The Customer Engagement specialist will work closely with the rest of the Sales organization, the Customer Success team and Marketing teams to provide great overall support in all areas to the client.

This is an 8-month maternity cover position. There is potential for the role to become permanent, depending on business needs.

Responsibilities

• Responsible for overall day-to-day management and support of clients assigned to them that are on autorenewal contracts
• Manage all questions and queries from these clients, which will be wide ranging in nature. These will generally relate to the services the client takes, user access, training, content queries, etc
• Ensure regular client contact touch points are all achieved based on the goals set – at least one call every 2 months and response to emails in the same working day
• The ability to think commercially about the relationships they build with clients and identify any potential cross-sell sales opportunities
• Ensure a high level of client retention and minimize cancellations of services from clients.
• To collaborate with the other areas of the Commercial team – Sales, Customer Success, Marketing and Commercial Operations to ensure great client service and good process is followed
• Coordinate with Octus product team to identify opportunities for product and platform enhancements by providing feedback from these clients into our “troops feedback” Slack channel
• Ability to negotiate when client pushes back

Requirements:

• A background in Customer service/support or Account Management and providing exceptional service to clients
• Familiarity with the Credit Markets is a plus
• Proven ability to think commercially about the interaction with the client and identify future sales opportunities and new areas of need for the client
• Can bring a positive attitude and stays organized in a fast paced, high growth and ever-changing environment
• Ability to build strong working relationships of value with clients and key stakeholders internally
• Good communication skills – verbal and over email
• Experience in using Salesforce to review and log client interaction and track activity is preferred
• Self-motivated with high energy and a 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