Principal Customer Success Manager

Why this role is important to us:

The Senior Customer Success Manager (CSM) is the key partner helping our customers achieve their strategic objectives and maximize value from their investment with SimCorp.

This role will engage our customers to create an effective strategic partnership by driving and executing adoption activities, demonstrating technical best practices, as well as growing and developing new relationships. The CSM will grow annual recurring revenue (ARR) through expansion & customer success management activities.

As a Senior Customer Success Manager you will ultimately monitor and drive adoption and upselling with the client, whilst managing cross-sales opportunities. 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.

Your responsibilities:

Promoting Customer Focus:

• Build rapport and work collaboratively 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. sharing and driving SimCorp good practice adoption from the SimCorp Adoption Playbook, thus securing renewals and continued expansion.

• Guide customer representatives at the top management level on assessing the current adoption level and understand 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 Expansion:

• Partner with customer representatives at the top management level to identify the strategic business outcomes or business transformation initiatives they are seeking to achieve.

• Apply deep understanding of customer business to match products and services that will allow them to achieve the identified business outcomes or transformation.

• Guide customer through business case with direction on attainable KPI improvements to measure success.

• Work with Sales Specialists as needed for complex opportunities and support the business case with success stories and reference cases.

• Identify areas of optimization and demonstrate new functionality or services which could drive further business value for the client in their daily business.

Client & Customer Management:

• Manage strategic client and customer relationships. Likely to involve using large internal teams to maintain customer satisfaction and loyalty.

• Manage stakeholder expectations, maintaining focus on overall adoption deliverables, agreeing, and applying contractual terms of engagement. Actively 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.

What we value:

Being a Customer Success Manager in SimCorp has a real impact with clients; with this in mind we value candidates who have the following experience and interests:

• 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 the SimCorp organisation 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.

• Flexibility to travel within the U.S. & Canada (as needed, up to 50%).

• Willingness to attend SimCorp offices 3x/week as per our hybrid work model.

Next Steps:

Please send us your application via our career site as soon as possible, we process incoming applications continually.

Please note: Only applications sent through our system will be processed.

SimCorp welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

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