Customer Success and Relationship Management Team

S&P Global; City Of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading financial technology firm is seeking a Customer Success Representative to manage and enhance client relationships post-sale. The role involves guiding customers through onboarding, identifying product adoption opportunities, and addressing complex issues. The ideal candidate has over 5 years in customer advocacy and strong communication skills, with a sound understanding of financial markets. This position is based in London and offers professional development opportunities.

Benefits

Health and wellness benefits

Flexible time off

Continuous learning resources

Financial wellness programs

Family-friendly perks

Qualifications

• Over 5 years of customer advocacy experience.
• Fluency in English required; other languages a plus.
• Understanding of financial markets and participants.

Responsibilities

• Develop and maintain strong customer relationships post-sale.
• Guide customers through onboarding and training.
• Identify opportunities for expanded product usage.

Skills

Communication skills

Problem-solving

Customer advocacy

Analytical skills

Team player

Education

Bachelor's degree or equivalent

Tools

Data analytics tools

Job description

About the Role

The Team:

At OSTTRA, we are passionate about our clients and are looking for a Customer Success Representative 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 strategic and new customers. This includes growing adoption, customer education, and identifying improvement opportunities while maintaining high levels of satisfaction.

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

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, through portfolio optimization, 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.

In this role, you will be instrumental in ensuring our customers achieve their desired outcomes and maximize 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 strategic and new customers, serving as their primary point of contact post-sale.
• 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.
• 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, usage patterns, and identify 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 5 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 platforms (Trade Manager, MarkitWire, TradeServ and etc.)
• Presentation Skills: Proven experience in running presentations for clients.
• Language Fluency: Fluency in English is required; one or more additional languages is a plus.
• Exceptional Communication: Outstanding verbal, written, social, and interpersonal skills, with expertise in building long-term strategic relationships.
• Client Services Orientation: Strong listening, critical thinking, analytical skills, and a high degree of empathy.
• Team Player: An active team player who thrives in a multi-tasking environment, can adjust priorities on the fly, and maintains strong attention to detail.
• Data Acumen: Experience and/or interest in data analytics tools and utilizing data to monitor customer usage and identify adoption opportunities is a plus.
• 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.

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 posttrade 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: www.spgbenefits.com/benefit-summaries

Recruitment Fraud Alert:

If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to [e-mail]. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, “pre-employment training” or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here.

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Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to: [e-mail] and your request will be forwarded to the appropriate person. US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision - https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_ English_formattedESQA508c.pdf

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