Customer Engagement Specialist (Maternity Cover)

About the role

Octus, a global provider of credit intelligence, data and analytics, is hiring a Customer Engagement Specialist for an 8-month maternity cover position. The role supports a subset of existing clients on auto-renewal contracts, helping them get maximum value from their subscriptions and keeping them engaged with the service. It works closely with Sales, Customer Success and Marketing, and there is potential for the role to become permanent depending on business needs.

Key responsibilities

• Manage day-to-day support of assigned clients on auto-renewal contracts, handling wide-ranging questions about services, user access, training and content.
• Keep regular client contact, with at least one call every two months and email responses within the same working day.
• Think commercially about client relationships, identify cross-sell opportunities and aim for high retention and low cancellations.
• Collaborate with Sales, Customer Success, Marketing and Commercial Operations to follow good processes.
• Work with the product team to share client feedback via the "troops feedback" Slack channel.
• Negotiate when clients push back.

Required profile

• Background in customer service/support or account management.
• Commercial mindset and proven ability to spot future sales opportunities.
• Positive attitude, organisation and time management in a fast-paced, high-growth environment.
• Willingness to work UK business hours; previous similar experience preferred.

Required skills

• Good verbal and written communication.
• Salesforce experience to log client interactions is preferred.
• Familiarity with credit markets is a plus.

What we offer

• Competitive health benefits, matched 401k and pension plans.
• PTO and generous parental leave.
• Gym subsidies and educational reimbursements.
• Recognition programmes.