Customer Success & Relationship Management

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. 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'll 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 we’re looking for:
Fundamental requirement:

Financial Market Knowledge: A sound understanding of financial markets and market participants. Knowledge of Collateral Management and Uncleared Margin Rules will be a huge advantage
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 triResolve, triResolve Margin, or similar platform.
Language Fluency: Fluency in English is required; one or more additional languages is a plus.
Client Services Orientation: Strong listening, critical thinking, analytical skills, and a high degree of empathy.

Additional preferred requirements:

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.

The location: Tokya, Japan