SG: Principal Customer Success Manager (Risk Analytics/Investment Management Software)

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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.

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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 indus