Principal Customer Success Manager
SimCorpWHAT 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
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 th