Customer Success Representative

**About the Role**:
OSTTRA India
**The Role**: Customer Success Representative
This role will focus on the overall post-sales relationship with our strategic and new customers, which will include growing adoption, customer education, and identifying improvement opportunities while maintaining high levels of satisfaction.
**The Impact**: 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, through portfolio optimisation, to clearing and settlement. OSTTRA is a joint venture between S&P Global & CME Group. Our customers include banks, hedge funds, asset managers, central banks, regulators, auditors, fund administrators and insurance companies. Our products and services have become deeply embedded in the systems and workflows of many of our customers. We have a track record of innovation leveraging leading technologies, industry expertise and strong relationships with market participants.
**What’s in it for you**:
Opportunity for growth and network across a wide range of Sales and Business focused teams
Exposure to rapid change in Global Derivative Markets and the effect it has on Fintech
Building customer relationships with industry participants

**Responsibilities**:
Day to day management and accountability of a local Customer Success team
Ownership of process management tasks for the Global Customer Success team
Foster a culture of continuous improvement and identify opportunities for process improvement
Establish and own relationships with clients - both new and existing, global and local
Proactively engaging with clients to improve their utilisation and demonstrate how they can maximize value from the product or service
Enhancing the customer experience; reviewing and recommending improvements, to continually exceed customer expectations
Lead customer presentations and demonstrations
Understand customer needs and develop plans to address them
Be the voice of the customer and the advocate for OSTTRA, collaborating with our Product Strategy, Business Development, Professional Services, Operations and Sales teams
Manage escalations and ensure that customer requests and complaints are resolved quickly and effectively
In addition to the duties listed, the employee may, from time to time, be required to perform other duties assigned by their manager
**What We’re Looking For**:
A sound knowledge of financial markets and market participants
3 - 5 years in a related function with direct customer advocacy and engagement experience
Strong leadership skills with previous experience in managing people and ability to lead others, coaching and mentoring where needed
Experience with at least with one of the following OSTTRA business (Traiana, MarkitServ)
Fluency in English and 1 or more language
Good verbal, written, social and interpersonal skills
**Strong client services orientation**: listening, thinking, analytical skills and a high degree of empathy
Active team player who thrives in a multi-tasking environment and can adjust priorities on the fly while still having the ability to focus on details
**The Location**: Gurgaon - India (OSTTRA)
**About Company Statement**:
OSTTRA is a market leader in derivatives post-trade processing, bringing innovation, expertise, processes and networks together to solve the post-trade challenges of global financial markets. OSTTRA operates cross-asset post-trade processing networks, providing a proven suite of Credit Risk, Trade Workflow and Optimisation services. Together these solutions streamline post-trade workflows, enabling firms to connect to counterparties and utilities, manage credit risk, reduce operational risk and optimise processing to drive post-trade efficiencies.
OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years: MarkitServ, Traiana, TriOptima and Reset. These businesses have an exemplary track record of developing and supporting critical market infrastructure and bring together an established community of market participants comprising all trading relationships and paradigms, connected using powerful integration and transformation capabilities.
About OSTTRA
OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years: MarkitServ, Traiana, TriOptima and Reset. OSTTRA is a joint venture, owned 50/50 by S&P Global and CME Group.
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 optimization, to clearing and settlement.
Joining the OSTTRA team is a unique opportunity to help build a bold new business with an outstanding h