Customer Success Specialist

The Firm:

We are a leading global provider of credit intelligence, data, and analytics. For 12 years, tens of thousands of professionals across hedge fund, investment banking, management consulting, and law firm verticals have come to rely on us to make better, faster, and more confident decisions in pace with the fast-moving credit markets.

Working with Us:

We hire growth-minded innovators and trailblazers across the globe to drive our business and culture. Our core values – Action Oriented, Customer First Mindset, Effective Team Players, and Driven to Excel – define an organizational ethos that’s as high-performing as it is human. Among other perks, our employees enjoy competitive health benefits, matched 401k and pension plans, PTO, generous parental leave, gym subsidies, educational reimbursements for career development, recognition programs, pet-friendly offices (US only), and much more.

Role

The Customer Success Specialist will be responsible for increasing user adoption, driving retention rates, promoting processes, and developing relationships within the advisory space, while also helping support the wider team. The Customer Success Specialist will possess strong communication, relationship-building, and problem-solving skills.

This is a hybrid role (3 days in office per week), located in our New York office in Flatiron.

Responsibilities

• Become an expert on our platform with a strong understanding of our products, services, and the credit investing market
• Develop key relationships, drive usage, and reach with a wide range of subscribers through understanding each persona’s different workflows, educating them with best practices on how to use the service, gathering feedback, and providing updates on new functionalities, databases, and products
• Lead onboarding and implementation efforts for new subscribers and provide support to first-year customers to prevent churn
• Monitor account health across a book of advisory accounts, identifying at-risk accounts and providing dedicated coverage alongside the account management team ahead of the renewal
• Leverage existing customer relationships and expand the network of relevant contacts within each account to become the partner of choice for their needs
• Proactively strategize outreach efforts through emails, phone calls, and in-person meetings
• Act as the voice of the customer when collaborating with various internal teams across sales, editorial, product, and tech to ensure our clients’ needs are met
• Work closely with the sales team to develop account plans, monitor our 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

Requirements

• Bachelor's degree, preferably in business, finance, or a related field
• 1 years of working experience in a customer-facing role, ideally in financial services or with subscription-based services
• Excellent written and verbal communication skills
• A self-starter who is diligent and organized but adaptable
• Demonstrated interest in financial services and learning the credit markets

We consider a range of factors in connection with compensation decisions, including experience, skills, location, and our business needs and limitations. As a result, compensation may vary within and across similar roles and positions. Please note that the salary range information below is a good faith estimate for this position and actual compensation for any individual may fall outside this range if warranted by the circumstances applicable to that individual. If we identify a role that would be suitable for a broader range of skills and experience such that we would consider hiring at multiple levels then the range listed below may reflect that breadth.

The salary range estimate for this position is $65,000-$75,000.

The actual compensation will be at the firm’s sole discretion and will be determined by the aforementioned and other relevant factors. This position is eligible for a performance-based annual bonus.