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- Tasks: Engage with customers, ensuring they maximise value from OSTTRA's platforms and services.
- Company: Join OSTTRA, a leader in global financial markets with a focus on client success.
- Benefits: Enjoy health coverage, flexible time off, and continuous learning opportunities.
- Other info: Dynamic team environment with ample growth and mentorship opportunities.
- Why this job: Make a real impact in the financial sector while building strong customer relationships.
- Qualifications: Experience in customer advocacy and knowledge of financial markets is essential.
The predicted salary is between 45000 - 55000 ÂŁ per year.
At OSTTRA, we are passionate about our clients and are looking for a Customer Success Associate ready to join our growing global team. The successful candidate will be a dedicated customer advocate who possesses excellent communication skills, can autonomously manage complex issues, and drive maximum value and success for existing clients. This role will focus on the overall post‑sales relationship with our mid‑tier and strategic customers, with an emphasis on knowledge within the Trade Processing area. This includes growing adoption, customer education, and identifying improvement opportunities while maintaining high levels of satisfaction.
OSTTRA plays a critical role in supporting global financial markets, connecting thousands of counterparties on our multi‑asset networks that underpin the post‑trade lifecycle—from trade capture and portfolio reconciliation to collateral management, portfolio optimisation, clearing, and settlement. In this role, you will be instrumental in ensuring our customers achieve their desired outcomes and maximise the value from their OSTTRA solutions. Your key responsibilities will include:
- Proactive Customer Engagement: Develop and maintain strong, long‑lasting relationships with a portfolio of customers, serving as their primary point of contact post‑sale.
- Driving Adoption & Value: Guide customers through complex onboarding, training, and ongoing engagement to ensure full utilisation 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, analyse, and communicate customer feedback to internal product and engineering teams, actively contributing to product development and improvements.
- Issue Resolution & Escalation: Act as a central point of contact for customer enquiries 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 practice to customers.
- Performance Monitoring: Utilise 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 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.
- 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 and market participants.
- Experience: Over five years in a related function with direct customer advocacy and engagement experience in software post‑sales or professional services.
- Platform Familiarity: Experience with at least one of OSTTRA's Trade Processing platforms (e.g. Harmony Message Centre, ClientLink, CreditLink, Designation Notice Manager, etc.).
- Communication & Presentation Skills: Outstanding verbal, written, social, and interpersonal skills, with proven experience in delivering presentations to clients.
- Languages: Fluency in English is required; one or more additional languages is an advantage.
- Client Services Orientation: Strong listening, critical thinking, and analytical skills, combined with a high degree of empathy.
- Team Player: An active team player who thrives in a multi‑tasking environment, can adjust priorities quickly, and maintains strong attention to detail.
- Data Acumen: Experience and/or interest in data analytics tools and utilising data to monitor customer usage is a plus.
- Problem‑Solving: Demonstrated ability to analyse complex situations, identify root causes, and propose effective solutions.
- Self‑Motivated & Proactive: A driven individual who takes initiative and anticipates customer needs.
- Time Management: The capacity to manage multiple priorities and deadlines effectively in a fast‑paced environment.
Benefits:
- 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 best‑in‑class benefits for families.
Customer Success Associate employer: OSTTRA
Contact Detail:
OSTTRA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Associate
✨Tip Number 1
Network like a pro! Reach out to current or former employees at OSTTRA on LinkedIn. A friendly chat can give us insider info about the company culture and what they really value in a Customer Success Associate.
✨Tip Number 2
Prepare for the interview by diving deep into OSTTRA's platforms. Knowing your stuff about their Trade Processing solutions will show us that you're serious and ready to hit the ground running.
✨Tip Number 3
Practice your communication skills! Since this role is all about building relationships, we recommend rehearsing how you’d explain complex concepts simply. It’ll help you shine during those tricky interview questions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re genuinely interested in joining the OSTTRA team.
We think you need these skills to ace Customer Success Associate
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer success shine through! We want to see how much you care about helping clients achieve their goals and how you can bring that passion to our team.
Tailor Your Experience: Make sure to highlight your relevant experience in customer advocacy and engagement. We’re looking for someone who understands the financial markets and can relate that knowledge to our clients' needs, so don’t hold back!
Be Clear and Concise: In your written application, clarity is key. Use straightforward language and structure your thoughts logically. We appreciate a well-organised application that makes it easy for us to see your qualifications at a glance.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at OSTTRA
✨Know Your Stuff
Make sure you have a solid understanding of OSTTRA's Trade Processing platforms. Familiarise yourself with their features and benefits, as well as the financial markets they operate in. This will help you demonstrate your expertise and show that you're ready to hit the ground running.
✨Showcase Your Communication Skills
As a Customer Success Associate, you'll need to communicate effectively with clients. Practice articulating complex ideas clearly and concisely. Consider preparing examples of how you've successfully engaged with customers in the past, highlighting your ability to listen and respond to their needs.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle specific customer issues or challenges. Think through some potential scenarios related to onboarding or product adoption, and be ready to discuss your approach to resolving them. This will showcase your analytical skills and proactive mindset.
✨Demonstrate Your Team Spirit
OSTTRA values collaboration, so be prepared to talk about your experiences working in teams. Share examples of how you've contributed to team success and how you adapt to different roles within a group. This will highlight your ability to thrive in a multi-tasking environment and your commitment to client success.