Customer Engagement & Retention Specialist (8-Month)

Octus; Islamabad; Sur place; PKR 1 200 000 - 2 400 000; Plein temps

Avantages offerts par ce poste

Health benefits

401k and pension

PTO

Parental leave

Gym subsidies

Education reimbursement

Recognition programs

Résumé du poste

Octus is seeking a Customer Engagement Specialist for an 8-month maternity cover from Pakistan to support auto-renewal clients, handle access and content questions, and maximize their subscription value.

You will work with Sales, Customer Success and Marketing to deliver excellent client service, maintain regular touchpoints, and spot cross-sell opportunities. UK business hours apply, with potential extension.

Qualifications

• 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

Responsabilités

• 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
• 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

Connaissances

Customer service

Account Management

Commercial mindset

Communication

Organization

Time management

Sales opportunity identification

Self-motivation

Outils

Salesforce

Description du poste

Octus is seeking a Customer Engagement Specialist for an 8-month maternity cover from Pakistan to support auto-renewal clients, handle access and content questions, and maximize their subscription value.

You will work with Sales, Customer Success and Marketing to deliver excellent client service, maintain regular touchpoints, and spot cross-sell opportunities. UK business hours apply, with potential extension.