Senior Principal Customer Success Manager – Investment Management Software and Services

WHAT MAKES US, US

Join some of the most innovative thinkers in FinTech as we lead the evolution of financial technology. If you are an innovative, curious, collaborative person who embraces challenges and wants to grow, learn and pursue outcomes with our prestigious financial clients, say Hello to SimCorp!

At its foundation, SimCorp is guided by our values — caring, customer success-driven, collaborative, curious, and courageous. Our people-centered organization focuses on skills development, relationship building, and client success. We take pride in cultivating an environment where all team members can grow, feel heard, valued, and empowered.

If you like what we’re saying, keep reading!

WHY THIS ROLE IS IMPORTANT TO US

The Principal Customer Success Manager (CSM) is the key partner helping our customers reach their strategic objectives and optimize the benefits from their investment with SimCorp.

This role will partner with our customers to form an impactful strategic collaboration by facilitating and implementing adoption measures, illustrating an understanding of best practices, while also expanding and enhancing relationships. The CSM focuses on customer success management activities such as Adoption and supports Sales growing annual recurring revenue (ARR) through expansion.

As a Principal Customer Success Manager, you will ultimately monitor and drive adoption and support expand opportunities with the client. You’ll be working with SimCorp client’s large and small, with the aim of further helping them see value and adopt our services and solutions.

What you will be responsible for:

The Customer Success Manager (CSM) is the primary relationship for the customer post sale and a focus on the delivery of value through platform adoption of SimCorp One. The Customer Success Manager is expected to work consultatively with the client to identify opportunities that create additional customer business value through problem solving and value engineering with customers.

The CSM works closely with colleagues across the business to ensure operational matters are properly addressed, product capabilities align with customer needs and services are effectively delivered to the customer. The CSM is primarily measured on the health of a customer relationship, depth and strength of a customer relationship, and ability to deliver value through adoption while driving growth in their book of business.

Effective communication in a cross-regional, multi-cultural environment is crucial.

Primary customer interface post-sale and responsible for driving customer adoption of purchased SimCorp software and services. Also responsible for identifying opportunities to create additional customer business value through problem solving and value engineering with customers. Supported amongst others by the Service Delivery Manager, the Customer Success Manager coordinates and orchestrates day-to-day collaboration between Customer business users and SimCorp with a view to create maximum customer value.

Collaborates closely with the Service Delivery manager on customer operational matters, and with the Customer Executive on customer strategic matters. The balance between Adopt and Expand activities would be approximately 70% on Adopt and 30% Expand.

Promoting Customer Focus:

• Collaborate with other departments to improve internal relationships at SimCorp and to build strong customer relationships, drive customer outcomes, and ensure customer success.
• Be the primary point of contact for the customer's business community on adoption and consumption of the Dimension functionality and services offered.
• Proactively establish, maintain and expand network of contacts within customer's organization as well as within SimCorp to mobilize relevant data insights/expertise for the customer to realize value as defined in the Customer Success Plan

Drive Customer Adoption:

• Help the customer optimize the utilization of their current and future platform and services, incl. introducing SimCorp good practice adoption from the SimCorp Adoption Playbook, thus securing consistent renewals and ongoing expansion
• Guide customer representatives at the top management level to understand how to extract maximum value from SimCorp One by understanding business context for pain points they are seeking to overcome.
• Apply knowledge of application and services to make recommendations for improving adoption, including solutions involving upsell and cross sell where appropriate.
• Coordinate the engagement of users as well as functional and technical specialists within own and customer organizations, to deliver activities that will improve adoption levels.
• Outline measurable KPI's to track progress towards adoption. Demonstrate how the recommended actions contribute to business outcome achievement.

Drive Renewals:

• Drive Adoption and usage at customers such that they will renew the full contract and expand scope/usage at the end of the contract term.
• Identify areas of optimization and demonstrate new functionality or services which could drive further business value for the client in their daily business.
• Apply deep understanding of customer business to products and services that will help them reach the identified business outcomes or transformation.
• Work with Sales and Sales Specialists as needed for complex renewals and support the business case with success stories and reference cases.

Client & Customer Management:

• Manage strategic client and customer relationships. Likely to involve matrix management of internal teams to maintain customer satisfaction and loyalty.
• Manage stakeholder expectations, maintaining focus on overall adoption deliverables, agreeing, and applying contractual terms of engagement. Effectively uses the adoption success plan and –report to guide customer adoption. Supports in business case formulation and deal shaping
• Establish and maintain C-level long-term trusted relationships and engage these in discussing industry trends, problem solving and overall business opportunities
• Own the customer success plan. Co-create and update the plan regularly with the customer. Manage and drive execution of the success plan activities to ensure business outcome achievement
• Organize regular business reviews (QBRs) incuding orchestration of preparation and follow up
• Analyse results of NPS survey and define & manage action plan resulting from that

What we value:

The role of Customer Success Manager in SimCorp plays a crucial part in shaping client experiences; for this reason, we look for candidates who have the following experience and interests:

• Applies knowledge of Investment Management / Buy-side Technology to deliver business insight and help customers meet their business outcomes.
• Extensive experience throughout the Investment Management / Asset Management value chain
• Experience with Customer Success Planning and Driving Adoption; guiding on Customer Success Paths.
• Navigating complex organisations to bring the right commercial offers forward to the customer at the right time
• Customer focused approach with a commercial acumen
• Ability to align and work with extensive stakeholders
• Results-Focused and Action-Oriented

Others:

• Hybrid work arrangement

BENEFITS:

Attractive salary, bonus scheme, and pension are essential for any work agreement. However, in SimCorp, we believe we can offer more. Therefore, in addition to the traditional benefit scheme, we provide a good work and life balance: flexible working hours and a hybrid workplace model. Simcorp follows a global hybrid policy, asking employees to work from the office two days each week while allowing remote work on other days.

NEXT STEP:

Please send us your application in English via our career site as soon as possible, we process incoming applications continually. Please note that only applications sent through our system will be processed. At SimCorp, we recognize that bias can unintentionally occur in the recruitment process. To uphold fairness and equal opportunities for all applicants, we kindly ask you to exclude personal data such as photo, age, or any non-professional information from your application. Thank you for aiding us in our endeavor to mitigate biases in our recruitment process.

If you are interested in being a part of SimCorp but are not sure this role is suitable, submit your CV anyway. SimCorp is on an exciting growth journey, and our Talent Acquisition Team is ready to assist you discover the right role for you. The approximate time to consider your CV is three weeks.

We are eager to continually improve our talent acquisition process and make everyone’s experience positive and valuable. Therefore, during the process we will ask you to provide your feedback, which is highly appreciated.

WHO WE ARE:

For over 50 years, we have worked closely with investment and asset managers to become the world’s leading provider of integrated investment management solutions. We are 3,000+ colleagues with a broad range of nationalities, educations, professional experiences, ages, and backgrounds in general.

SimCorp is an independent subsidiary of the Deutsche Börse Group. Following the recent merger with Axioma, we leverage the combined strength of our brands to provide an industry-leading, full, front-to-back offering for our clients.

SimCorp is an equal opportunity employer and welcome applicants from all backgrounds, without regard to race, gender, age, disability, or any other protected status under applicable law. We are committed to building a culture where diverse perspectives and expertise are integrated into our everyday work. We believe in the continual growth and development of our employees, so that we can provide best-in-class solutions to our clients.

**We are also honored to have been voted as a WealthTech100 company for three consecutive years. The new WealthTech100 list aims to highlight tech innovation leaders in the investment management industry.**

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