Job Description
At Onyx Capital Group, we house various divisions driving our mission: Onyx Commodities, our trading arm, is the top global market maker in oil swaps, ensuring crucial liquidity. Onyx Capital Advisory, our services arm, offers unique data on oil swaps, supporting traders through brokerage and consultancy services. Our platform, Flux, enables digital trade with real-time market visibility. Rapid growth in the last five years positions Onyx to break barriers and provide accessible market solutions.Our Sales Team are looking for a dynamic individual to join their growing Customer Success function. In this role, you will support the Customer Success Manager in and nurturing and maintaining relationships with our regional client base. Your primary focus will be on ensuring the success of our clients by becoming a subject matter expert on Onyx’s range of services.You will have the opportunity to work closely with both internal teams and external stakeholders. You will collaborate with our Sales, Trading, Brokerage, Operations, and IT teams to provide guidance on how our services can best meet client objectives. Additionally, you will play a key role in driving customer satisfaction by proactively highlighting client issues. To excel in this position, you should have strong relationship-building skills along with an ability to quickly become knowledgeable about technical concepts. Prior experience or knowledge of the energy commodity markets is not essential for this role. You must also possess excellent communication skills as you'll be responsible for effectively conveying complex information about our services in a clear and concise manner.The duties of this role include:Collaborating with the Sales teams during the pre-sales process to ensure smooth onboarding of new users, mid-trial check in and, if necessary, off-boarding processConduct regular business reviews with key accounts to identify areas for improvement, expansion opportunities or potential risksHelp manage the Customer Success mailbox and co-ordinate client communication and responsesGather feedback from customers on existing products/services and provide input on future enhancementsCarry out customer survey programmes to gather feedback on client satisfaction, product/service usage, and overall experienceCollaborate with cross-functional teams to develop action plans based on survey findings, addressing any gaps or opportunities for enhancing the customer experienceMonitor client health indicators regularly and proactively address any issues or concernsRequirementsBachelor's degree desirableExperience in a customer success, account management or client-facing role; alternatively, experience working in the energy/commodity space with a strong desire to move to a customer-focused roleA good understanding of customer success principles and best practicesExcellent communication skills, both written and verbal, with the ability to effectively convey complex information to clientsExceptional relationship-building skills and the ability to establish trust and credibility with clientsAbility to quickly become knowledgeable about Onyx’s range of services and effectively articulate their value proposition to clientsHighly organised with excellent time-management skillsAbility to collaborate effectively with cross-functional teams internally as well as external stakeholdersOnyx Capital Group
Apply
Go Back