Client Strategy Officer

The Client Strategy Officer (CSO) will be responsible for spearheading business growth through innovative client-centric strategies, ensuring that all aspects of our business aligns with client needs, and hence putting the client at the center of everything we do.  The role will oversee some of our client-facing teams, including customer success, product specialists and customer support. The CSO will act as a strategic advocate for clients within Octus and will drive high impact strategies to enhance client satisfaction, retention and client growth ultimately leading to increased revenues. The CSO will report to the Chief Revenue Officer (CRO) and be a key member of the commercial leadership team.

Key Responsibilities:

• Client Strategy & Advocacy: Forge strategic relationships with clients, industry groups and internal stakeholders to create measurable value and revenue growth to Octus.  Develop and implement client-centric strategies in conjunction with the Account Management teams that are aligned with Octus business goals. Act as an advocate for clients, ensuring their needs and feedback are represented at all levels, up to and including the executive level.
• Client Retention & Revenue Growth: Develop segment specific programs to maximise client penetration and retention. Work with segment and regional leaders to identify key strategic accounts to be actively covered by the client/customer success teams.  Partner with commercial leaders and product owners to identify opportunities and strategies for cross selling into key accounts that align with Octus commercial goals.
• Leadership & Team Development: Lead and manage the client teams and provide clear strategy, guidance, objectives and KPIs across all teams. Champion visibility and recognition of the function by putting in place high profile initiatives within each team/segment. Work closely with Sales Enablement to ensure best in class onboarding and develop an appropriate level of credit market knowledge.  Foster a culture of customer first and a mindset of continuous improvement across the broader team.
• Data Driven Insights: Use data-driven insights (e.g. customer feedback and usage analytics) and a personalized approach to create effective Client engagement programs.  Establish, measure and continue to improve performance metrics to measure the health of a client account and the effectiveness of customer strategies and initiatives.  Develop remedial action plans for when the health of a client is in doubt.  Track and measure effectiveness of all engagement programs.
• Cross Functional Collaboration: Orchestrate seamless collaboration with commercial leaders, product strategy, editorial and data leaders, marketing and technology to ensure alignment with segment and client goals and ultimate revenue targets. Work particularly closely with product strategy to align client needs with product development, product enhancements, client workflows and user journeys. Collaborate with other members of Octus leadership to establish and maintain Octus as the undisputed market leader with a distinctive competitive edge.  As appropriate, align with relevant leaders of editorial, data or product strategy to foster strategic partnership opportunities that enhance the clients’ experience.
• Innovation, Market Trends & Positioning: Be able to translate client feedback into actionable insights for the Editorial, Product Strategy, Data and Marketing teams. Utilize this expertise and knowledge to help drive product evolution.  Participate in strategic discussions to capitalize on emerging trends in Fintech and how AI is changing the world of finance.

Qualifications:

• Education: Bachelor's degree in Business, Finance, or a related field. MBA or other advanced degree preferred.
• Experience: Minimum of 10 years of experience in customer-facing roles, with at least 7 years in a senior leadership position.
• Credit Markets Knowledge: Understanding of credit markets, ideally with a background in non-investment grade credit
• Skills: Strong leadership and team management skills, excellent communication and interpersonal skills, and a deep understanding of customer experience principles and practices.
• Analytical Abilities: Proficiency in data analysis and the ability to translate data into actionable insights.
• Customer-Centric Mindset: A passion for understanding and meeting customer needs, with a proven track record of driving customer satisfaction and loyalty.

Work Environment:

• Location: This role can be based in New York City, NY or London, UK.
• In-Office Requirement: Must be in the office at least 3 days a week.

Benefits:

• Competitive salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance
• Retirement savings plan with company match
• Paid time off and flexible work arrangements
• Professional development opportunities