Customer Success Representative

About the Role:

OSTTRA India

The Role: Customer Success Representative

The Team: At OSTTRA, we are passionate about our clients and are looking for a Customer Success Representative who is ready to join our growing global team. The successful candidate will be a dedicated customer advocate who possesses excellent communication skills, can autonomously manage issues, and drive maximum value and success to existing clients.

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. 

For more regarding OSTTRA, please visit: www.osttra.com

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
Candidates should note that OSTTRA is an independent firm, jointly owned by S&P Global and CME Group. As part of the joint venture, S&P Global provides recruitment services to OSTTRA - however, successful candidates will be interviewed and directly employed by OSTTRA, joining our global team of more than 1,200 post trade experts.

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 heritage in financial technology, playing a central role in supporting global financial markets. 
Learn more at www.osttra.com.

What’s In It For You?

Benefits:

We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.
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. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

20 - Professional (EEO-2 Job Categories-United States of America), BSMGMT203 - Entry Professional (EEO Job Group)