Customer Success and Relationship Manager (French Speaking)

In this London-based role, you'll be instrumental in ensuring our customers achieve their desired outcomes and maximize the value from their OSTTRA solutions. You will manage a portfolio that includes global accounts, ensuring seamless post-sale engagement across international financial markets.

Your key responsibilities will include:

• Proactive Customer Engagement: Develop and maintain strong, long-lasting relationships with a portfolio of strategic, global, and new customers, serving as their primary point of contact for relationship health, adoption, and post-sale success.
• Driving Adoption & Value: Guide customers through onboarding, training, and ongoing engagement to ensure full utilization and adoption of OSTTRA's platforms and services.
• Strategic Account Growth: Identify opportunities for expanded product usage and collaborate with the sales team on potential upsell and cross-sell initiatives.
• Customer Advocacy & Feedback: Collect, analyze, and communicate customer feedback to internal product and engineering teams, actively contributing to product development and improvements on a global scale.
• Issue Resolution & Escalation: Act as a central point of contact for customer inquiries and complex issues, coordinating with support, product, and technical teams to ensure timely and effective resolution.
• Product Expertise: Become a subject matter expert on OSTTRA's platforms, providing guidance and best practices to customers.
• Performance Monitoring: Utilize data and analytics to monitor customer health and usage patterns, identifying areas for intervention or growth.

What’s in it for you:

• Opportunity for Growth: Network across a wide range of London-based and international sales and business-focused teams, with ample opportunities for professional development, training, and mentorship.
• Dynamic Environment: Gain exposure to rapid changes in Global Derivative Markets and their effect on Fintech.
• Building Relationships: Forge strong customer relationships with key industry participants across major global financial hubs.
• Impactful Work: Directly contribute to the success of our global financial market infrastructure.
• Collaborative Culture: Join a supportive and innovative team dedicated to client success and continuous learning.

What We’re Looking For:

• Financial Market Knowledge: A sound understanding of financial markets, the post-trade ecosystem, and global market participants.
• Experience: Over 5 years in a related function with direct customer advocacy and engagement experience in software post-sales or professional services, preferably dealing with global accounts.
• Presentation Skills: Proven experience in running presentations for institutional clients.
• Language Fluency: Fluency in both English and French is required for this role. (Professional proficiency or fluency in Spanish or Italian is a strong plus).
• Exceptional Communication: Outstanding verbal, written, social, and interpersonal skills, with expertise in building long-term strategic relationships across cultures and regions.
• Client Services Orientation: Strong listening, critical thinking, analytical skills, and a high degree of empathy.
• Agility & Focus: An active team player who thrives in a fast-paced environment, with a demonstrated ability to dynamically reprioritize workflows while maintaining strong attention to detail.
• Problem-Solving: Demonstrated ability to analyze complex situations, identify root causes, and propose effective solutions.
• Time Management & Organization: Capacity to manage multiple priorities and deadlines effectively in a fast-paced environment.
• Self-Motivated & Proactive: A driven individual who takes initiative and anticipates customer needs.
• Platform Familiarity (Preferred): Prior experience with or exposure to OSTTRA's platforms (such as Trade Manager, MarkitWire, or TradeServ) is considered a plus.
• Data Acumen (Preferred): Experience and/or interest in data analytics tools and utilizing data to monitor customer usage and identify adoption opportunities is considered a plus.

Our benefits include:

• Health & Wellness: Health care coverage designed for the mind and body.
• Flexible Downtime: Generous time off helps keep you energized for your time on.
• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• Family Friendly Perks: It’s not just about you. OSTTRA has perks for your partners and little ones, too, with some best-in-class benefits for families.

About OSTTRA: Launched in 2021, OSTTRA unites four businesses that have been at the heart of post-trade evolution and innovation for over 20 years: MarkitServ, Traiana, TriOptima and Reset. With an outstanding track record of developing and supporting critical market infrastructure, our combined network connects thousands of market participants to streamline end-to-end workflows – from trade capture at the point of execution, through portfolio optimisation, to clearing and settlement. Joining the OSTTRA team is a unique opportunity to help build a bold new business with an outstanding heritage in financial technology, playing a central role in supporting global financial markets.