Client Training & Community Specialist

Job description

About Us Duco is on a mission to reduce the time spent on data-related work by 90%. Our enterprise data automation platform empowers teams to work more efficiently and meaningfully by giving them the ability to automate data controls with the latest technology, such as no-code, the cloud, and AI. We help firms to start trusting their data, by giving them one intuitive platform to automate the front-to-back processing of all kinds of data (from structured Excels and RTFs to unstructured PDFs and emails). This eliminates the boring manual work across the data lifecycle and enables firms to act faster, work smarter, save money, reduce risk and comply with regulatory requirements. We’re headquartered in London and have offices in New York, Wroclaw, Singapore, and Antwerp. We’re proud to call some of the largest global financial institutions our clients, including over 15 of the world’s largest international banks, as well as brokers, exchanges, asset managers, hedge funds, administrators, service providers and corporates. An exciting new role, working with a great team: You will play a central role in building and developing Duco’s customer Community alongside delivering high-quality training to some of the world’s most sophisticated financial institutions, including global banks, investment managers and market infrastructure providers. Reporting to the Head of Training within the Client Experience team, you will build and lead an engaged, professional Community environment where customers can share knowledge, learn from one another and deepen their use of the Duco platform, including its evolving AI-driven capabilities. Alongside this, you will deliver structured onboarding training for new customers, lead open-enrolment Academy courses, and host regular “Office Hours” drop-in product clinics to ensure customers develop practical expertise and confidence in live production environments. Your objective is to strengthen customer capability, increase engagement and drive sustained platform adoption through education and Community leadership. What you will be working on: Develop and manage Duco’s customer Community, establishing clear structure, participation standards and engagement practices. Moderate Community discussions and drive engagement through discussion prompts, knowledge-sharing initiatives and events. Deliver structured onboarding training to new customers, grounded in practical financial services use cases that reflect real-world production usage. Lead open-enrolment Academy training courses to a consistently high professional standard. Host regular “Office Hours” drop-in product clinics to provide guidance and deepen customer expertise. Develop and maintain high-quality external training materials, partnering with Marketing where appropriate to support content production and distribution. Deliver targeted release training following major platform updates to support adoption of new capabilities. Partner closely with the Product team to ensure Community insights and training content remain accurate, current and aligned with platform development. Ensure digital clients are provided with the appropriate usage and data points. Arrange bi-annual business reviews with digital clients to go through usage stats, gauge churn risk and growth potential during meetings. Be an escalation point of contact for digital clients, assisting them with the escalations, being the voice of the client to Duco. Interested? This is what you’ll need for the role: Experience delivering structured product training in a professional or client-facing environment. Experience moderating or managing a professional online Community or customer forum. Demonstrated ability to translate complex technical concepts into clear, practical guidance anchored in real-world use cases. Experience presenting to enterprise clients or professional audiences. Demonstrated ability to produce high-quality instructional or customer-facing content to support enablement. Experience working within software or financial services environments. Ability to collaborate cross-functionally to ensure training and Community content remains accurate and aligned with product development. Bonus points if you also have: Experience helping to launch, scale or significantly develop a customer Community. Knowledge of financial reconciliations or data operations. Experience working in a SaaS environment. Familiarity with Community platforms, LMS tools or digital learning technologies. What we offer Competitive salary package aligned with your skills and experience. Reviewed annually. Success Share or Commission bonus payments Private Medical Insurance - Enel Med Life Insurance Multisport Program Unlimited annual holiday, because we trust our people to manage their own time off Enhanced family leave Employee Assistance Programme 4 Volunteering days off Flexible working policy Personal learning and development opportunities (annual dedicated budget) Referral bonus if we hire someone great who you’ve recommended to us Spot Rewards Employee of the Month and Employee of the Year awards EAP Wellbee