Lead Customer Success Manager

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. 

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.  

Why this role is important for us 

As our new Lead 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 
• 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, 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 and opportunities for professional development: there is never just one route - we offer a personalized approach to professional development to support the direction you want to take. Visit our career pages to learn more about working at SimCorp.  

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. 

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