Customer Success Manager - Singapore - Simcorp

Simcorp

Verified Company

Singapore

4 weeks ago

Posted by:

Wei Jie

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Description

Principal Customer Success Manager - Investment Management Software and Services

Why this role is important to us:

The Principal Customer Success Manager (CSM) is the key partner helping our customers achieve their strategic objectives and maximize value from their investment with SimCorp.

This role will engage our customers to create an effective strategic partnership by driving and executing adoption activities, demonstrating technical best practices, as well as growing and developing new relationships.

The CSM focuses on customer success management activities such as Adoption and supports Sales growing annual recurring revenue (ARR) through expansion.

As a Senior 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.

Your responsibilities:

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. sharing and driving SimCorp good practice adoption from the SimCorp Adoption Playbook, thus securing renewals and continued expansion
Guide customer representatives at the top management level on assessing the current adoption level and understand business context for pain points they are seeking to overcome.
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.
Partner with customer representatives at the top management level to understand the strategic business outcomes or business transformation initiatives they are seeking to achieve
Guide customer through the renewal business case with direction on attainable KPI improvements to measure success.
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 using large internal teams to maintain customer satisfaction and loyalty.
Establish and maintain Clevel longterm trusted relationships and engage these in discussing industry trends, problem solving and overall business opportunities
Own the customer success plan. Cocreate and update the plan regularly with the customer. Manage and drive execution of the success plan activities to ensure business outcome achievement
Organize regular business reviews (QBRs) incl. orchestration of preparation and follow up
Analyse results of NPS survey and define & manage action plan resulting from that

What we value:

Applies knowledge of Investment Management / Buyside Technology to deliver business insight and help customers meet their business outcomes.
Extensive experience throughout the Investment Management / Asset Management value chain
Experience with Customer Success Planning and Driving Adoption; guiding on Customer Success Paths.
Navigating the SimCorp organisation to bring the right commercial offers forward to the customer at the right time
Customer Focused approach with a Commercial Acumen
Ability to align and work with extensive stakeholders
Results Driven and Action Orientated