Principal Customer Success Manager

Sim; Toronto; Hybrid; CAD 100,000 - 130,000; Full time

Job summary

A leading financial technology firm in Toronto is seeking a Principal Customer Success Manager to lead customer engagement and drive business growth. The ideal candidate will have extensive experience in asset management and FinTech, and demonstrate strong leadership and communication skills. This role offers a competitive salary, hybrid work model, and opportunities for professional development.

Benefits

Flexible working hours

Professional development opportunities

Attractive salary and bonus scheme

Qualifications

• Experience within the Asset Management and Asset Owner industry or within FinTech.
• Knowledge of Front-to-Back Office processes.
• Understanding of value drivers in recurring revenue business models.

Responsibilities

• Manage customer C-level stakeholder engagement.
• Advise on adopting and expanding solutions.
• Identify and drive opportunities for customer value.

Skills

Leadership experience

Persuasion and negotiation

Communication skills

Analytical mindset

Education

Relevant Bachelor's degree

Tools

SimCorp Dimension product

Axioma product

Job description

Principal Customer Success Manager, Canada

What 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 To Us

SimCorp North America is looking for an experienced Principal Customer Success Manager to join its growing Customer Success Team in Canada.

In this high-impact role, you will be responsible for proactively retaining and developing business with existing customers by overseeing customer expansion and renewal. In addition to facilitating a strategic dialogue with customer executives based on industry, SimCorp, peer and customer insights, this role coordinates and orchestrates the strategic collaboration between the Customer and SimCorp executives by actively developing relationships with C-level customer stakeholders. There is additional collaboration with the Customer Success Managers and oversees adoption.

What You Will Be Responsible For

Our platform, SimCorp One, is one of the world's leading investment management solutions used globally by international financial institutions and equity funds.

Key responsibilities

Overall Responsibilities

• Expansion: Identifies, positions and drives opportunities for value add through SimCorp software and services adjacent to customer's current footprint.
• Renewal: Advices customers on the flexibility, capabilities, and applicability of their solution for maximizing customer outcome.
• Executive engagement: Establish and maintain C-level long-term trusted relationships and engage these in discussing industry trends, problem solving and overall business opportunities
• Knowledge sharing: Leverages industry and peer insight to expand the relevant scope and value creation potential for customers assessing short- and long-term needs
• Management: Has a set of named accounts and will orchestrate Customer Success Teams according to customer strategies to secure optimal value for the Customer and for SimCorp. Owns the account plan. Executive representative in Governance escalation structure.
• Commercial negotiations: Prime SimCorp facilitator on commercial negotiations securing that the customer is met with the best qualified team from SimCorp.

Delivery effectiveness

• Understanding solution scope: Understands customer strategic agenda and key issues. Utilizes knowledge of other customers and depth of experience to inform, challenge and define adopt / expand scope and approach
• Managing customer interface: Owns, leads and manages customer C-level stakeholder engagement. Ensures an overall holistic understanding of the customer based on insights from Service Delivery Manager and Customer Success Manager. Experience in contract formulation and negotiation. Owns business case formulation and deal shaping.
• Building & sustaining network (internal/external): Builds and sustains effective c-level networks to create value add for customers. Establishes connections between customer and SimCorp VP/C-levels. Builds and sustain network among other thought leaders in the industry.

Managing for results

• Planning & management: Creates and ensures realistic and measurable adopt and expand objectives across customer accounts. Advises on adopt and expand delivery design and implementation. Reviews and advises on adopt and expand project plans incl. forecast targets.
• Managing risk: Run risk management reviews with Customer Success Manager and the customer's C-level. Anticipates and resolves conflicts, looking for win-win solutions at C-level.
• Ensuring quality: Leads engagement quality reviews with Customer Success Team and C-level at the customer. Advises team of design of quality assurance procedures

Leading with expertise

• Advises on best practice tools & methodologies: Advises on the use of a range of diagnostic/value/outcome tools, methods and techniques. Champions benchmarking, best practices and next practices
• Leveraging knowledge: Applies industry knowledge to build solutions that deliver tangible and compelling. value to customers. Has credible depth of knowledge across a range of customer segments and geographies. Has credible depth of knowledge across how SimCorp software domains and service offerings is helping customers globally solve business problems.
• Building thought leadership: Influences business thinking and perceived as thought leader. Expertise sought by external parties to advise on effective investment management operations. Authors and represents SimCorp thought leadership pieces.

Building relationships

• Influencing: Applies influencing skills in a range of complex situations, using persuasive techniques and leading others to see alternatives. Instills trust and confidence, and builds goodwill in customer organization
• Communication and presentation: Positions SimCorp software and services based on customer situation, issues and desired outcomes. Consistently aimed to provide engaging and impactful presentations for diverse audiences. Draws on a range of experiences and techniques to adjust communication style to challenging situations and audiences.
• Facilitation: Manages complex, high risk group dynamics, conflicts and concerns to promote win-win outcomes. Is at ease facilitating meetings and workshops with wide range of audiences, from operations to c-level.

What We Value

As our preferred candidate you have:

• Demonstrated experience within the Asset Management and Asset Owner industry or within FinTech supporting Asset Managers and Asset Owners
• Relevant Bachelor's degree; preference for computer science or related degrees
• Leadership experience preferred
• Knowledge of Front-to-Back Office processes
• Knowledge and experience with SimCorp Dimension product a plus
• Knowledge and experience with Axioma product a plus
• Ability to manage influence through persuasion, negotiation, and consensus building
• Combined background of post-sale and sales experience
• Demonstrated understanding for customers and commitment to revenue and growth
• Understanding of value drivers in recurring revenue business models Analytical and process-oriented mindset
• Proficient communication and presentation skills
• Willingness to work on site in the Toronto office 2-3x per week as per our hybrid work model

Effective performance in this job requires comfort with rapid development and the aptitude to promptly address demands. You have great interpersonal skills and can interact with and influence stakeholders at all levels of the organization, including senior management.

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 and life balance: flexible working hours and a hybrid model. And 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 Step

Please send us your application in English via our career site as soon as possible, we process incoming applications continually. 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 would like to know more about the job, please contact Violeta Rangel, Senior Director, Customer Success Management, [e-mail]. 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.

SimCorp Canada welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

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 in general.

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.

Please note: Only applications sent through our system will be processed.

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