Principal Customer Success Manager

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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 FOR US

As our new Principal Customer Success Manager (CSM) you will be responsible for building and maintaining effective relationships with customers to ensure their satisfaction and effective use of our solutions. You will act as the key partner for our customers to reach their strategic outcome goals and maximize value from their investment with SimCorp. In this role you will engage our customers to create an effective strategic partnership by facilitating and carrying out adoption activities, demonstrating technical best practices, as well as growing and developing new relationships. You will be responsible for net retention rate (NRR) through expansion and success planning activities and managing the renewal process. In close collaboration with SimCorp’s Sales Manager, you will support growing and expanding the use of SimCorp’s products and services that SimCorp’s largest and most complex clients are consuming; a lot of the time working directly with SimCorp’s clients at C-level and navigating complex global set-ups for our largest customers.

WHAT YOU WILL BE RESPONSIBLE FOR

Promoting Customer Focus

Committed to enabling customers to reach their goals and solve their problems. Co-create, manage and drive execution of the success-planning activities to ensure the accomplishment of business outcomes. Establish, maintain and expand network of contacts on all levels within customer's organization as well as within SimCorp. Build rapport and work collaboratively with other departments (Sales, Go to Market, Offer Management, Client Services) to provide the best possible customer experience.

Client & Customer Management

Manage strategic client and customer relationships and maintain customer satisfaction and loyalty. Establish a governance model with your customers and own the Quarterly Business Review (QBR) process, orchestrating SimCorp’s and Customers stakeholders. Establish and maintain C-level long-term trusted relationships and engage these in discussing industry trends, value realization and overall business opportunities. Manage stakeholder expectations, maintaining focus on deliverables, agreeing, and applying contractual terms of engagement. Support in business case formulation and deal shaping.

Driving Customer Adoption

Outline measurable KPI's to track progress towards outcome goals. Explain how the recommended actions contribute to business outcome achievement and value realization. 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. Owning Renewals: Drive adoption at our Customers throughout the term of their subscription, securing a positive net retention rate (NRR) at renewal.

Partnering with Sales

Partner with customer representatives at management level to identify the strategic business outcomes or business, target operating model or transformation initiatives they are seeking to fulfill. Identify areas of optimization and position new products or services which could drive further business value for the client. Work with Sales Manager and Sales Specialists as needed for complex renewals and support the business case with success stories and reference cases.

WHAT WE VALUE

Most importantly, you can see yourself contributing and thriving in the position described above. How you gained the skills needed for doing that is less important. We expect you to be good at several of the following and be able to - and interested in - learning the rest. Knowledge of Investment Management / Buy-side Technology to deliver business insight and enable customers meet their business outcomes. Extensive experience in the Asset Management industry or Asset Owner industry value chain. Experience with Customer Success Planning and Driving Adoption. Ability to impact decisions on business process and operating model discussions supported by insights and to drive continued value of SimCorp products and services. Customer focused approach with a commercial acumen. Great communication skills and the ability to work efficiently with multiple stakeholders. Very good organizational and problem-solving skills and outcome orientation. A focused approach that supports staying engaged and attentive when confronting difficulties. Fluency in English and French.

BENEFITS

• Attractive salary, bonus scheme, and pension are essential for any work agreement.
• Flexible working hours and a hybrid workplace model.
• IP sprints where you have 3 weeks per quarter you can spend on developing your skills as well as contributing to the company development.
• We practice a personalized approach to professional development to support the direction you want to take.

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 4,000+ colleagues with a broad range of nationalities, educations, professional experiences, ages, and backgrounds. 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. 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.

#Li-Hybrid

SimCorp is a provider of industry-leading integrated investment management solutions for the global buy side. Founded in 1971, with more than 3,000 employees across five continents, SimCorp is a truly global technology leader that empowers more than half of the world’s top 100 financial companies through its integrated platform, services, and partner ecosystem. SimCorp is a subsidiary of Deutsche Börse Group. As of 2024, SimCorp includes Axioma, the leading provider of risk and management and portfolio optimization solutions for the global buy side.