Customer Success Senior Associate

2 weeks ago

Singapore CME Management Full time

**Description**

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**:

- Establish and own the relationship with assigned clients across new and existing customers
- Monitoring and driving usage and product adoption, proactively contacting clients to improve their utilisation and demonstrate how they can maximize value from the product or service
- Enhanced the customer experience; reviewing and recommending improvements, where necessary, to continually exceed customer expectations
- Lead customer presentations and demonstrations up to executive level
- Help cultivate a sense of priority, professionalism and execution that establishes a new level of expected client experience
- Understand customer needs and develop plans to address them
- Be the voice of the customer and the customer advocate at OSTTRA, collaborating with our Product, Business Development, Operations and Sales teams
- Handle and resolve customer requests and complaints quickly and effectively
- Develop a comprehensive knowledge of OSTTRA FX & Securities products & Services range as well as having a broad understanding of our Rates & Credit Derivatives Product products and services
- 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 in software post-sales or professional services functions
- Experience in running presentations for clients
- Fluency in English and 1 or more language is a plus
- Exceptional verbal, written, social and interpersonal skills, as well as expertise in building long-term strategic relationships
- Strong client services orientation: listening, critical 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
- Experience and or interest in data analytics tools and utilising data to monitor customer usage and identify adoption opportunities would be a plus

CME Group: Where Futures Are Made

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