Customer Success Associate

Job Overview

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.

Responsibilities and 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 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 expertise in building long-term strategic relationships 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

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.   Learn more at www.osttra.com.