Senior Customer Success Manager

WHY THIS ROLE IS IMPORTANT FOR US

As our new Senior 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), with the focus on retaining the business, support the expansion and renewal through account planning activities. 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 clients are consuming; a lot of the time working directly with SimCorp’s clients at different levels, navigating their organization.

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 account-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

• Ensure strategic engagements with your clients 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
• Ensure C-level long-term trusted relationships and support these conversations by demonstrating value realization and identifying 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.

Supporting Renewals

• Drive adoption at our customers throughout the term of their subscription, securing a positive net retention rate (NRR) at renewal
• Partner with customer representatives 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 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
• Over time, 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, complemented by other language skills

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-life balance: flexible working hours and a hybrid 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.

Simcorp does offer opportunities for professional development: there is never just only one route - we offer an individual approach to professional development to support the direction you want to take.

NEXT STEPS

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.