Senior Director/ VP, Customer Experience Management APAC

1 month ago

Singapore Simcorp Singapore Pte. Ltd. Full time

The position

The Senior Director/ VP, Customer Experience has the responsibility for ensuring effective adoption of our solutions and services that leads to customer satisfaction, high renewal rates and expansion opportunities. The Senior Director/ VP, Customer Experience, will lead a team of Customer Experience Managers (CXMs) to ensure customers achieve their business outcomes. The leader will work collaboratively across SimCorp to ensure that customers are represented throughout every stage of the lifecycle including offer management, sales and service delivery. The ideal candidate will create a company-wide culture focused on the customer and their journey with our technology.

The role is crucial in realizing the full potential of SimCorp's adoption play and aims at bringing more dedicated focus to the Customer Experience organization.

Customer success and ongoing renewals represent a growing priority at SimCorp. The role has a significant impact for APAC and for SimCorp overall:

The responsibility covers SimCorp Dimension, GAIN, BPaaS, Coric and Digital Engagement Portal customers in the APAC region.

The role will contribute to global initiatives in the Customer Experience area (e.g. by establishing a best-in-class practices)

The influence of the CXMs goes across all functions at SimCorp since the CXMs are the central orchestrators and the voice of the customers in the organization

This role will lead a small team of 2-3 CXMs which cover Asset Servicers specifically and will - besides the leadership role - also act as individual contributor. The role will also have the responsibility for our so-called Channel Play approach, i.e. defining the approach and the commercial model to enable our Asset Servicer clients to attract clients that we cannot win directly. It is critical for us to do this in a consistent way and align the approach with our overall commercial strategy.

Key Responsibilities

  • Lead a team of CXMs and ensure people development in this role
  • Ensure adoption of solutions and services at our APAC customers in the Asset Servicer vertical based on high-quality success plans
  • Identify patterns from adoption surveys and create corresponding responses/offerings in a systematic way
  • Be visible to customers as representative of Customer Experience at SimCorp and support account teams in engaging with customers
  • Act as senior escalation point for our customers
  • Develop our adoption approach and collaborate with other functions to improve our methodology
  • Create sales pipeline from success plans and measure success in terms of business triggered by adoption
  • Define how to measure achievements of the Customer Experience function going forward and use this to align objectives across the organisation
  • Drive the increasing use of telemetry to measure adoption and to create new data driven insights
  • Focus on renewals based on agreed renewal playbook

Education & Experience

  • 10+ years' experience in a customer-facing organization parts of it in a leading role.
  • Experience from Customer Experience Management, Account Management or Services delivery with focus on acting as trusted advisor for senior management of customers
  • Ideally combined background of services, post-sale and business development experience
  • Investment Management software experience, preferably deep understanding of SimCorp Dimension and connected service offerings.
  • Solid industry insights and ability to translate SimCorp's offerings into value for customers. Expertise from the Asset Servicer vertical and good understanding of the operating model of Asset Servicers.
  • Enthusiastic and creative leader with the ability to inspire others
  • Ability to manage through influence and inspire field Sales and Customer Experience managers through thought leadership
  • Empathy for customers and passion for business growth
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Excellent communication and presentation skills
  • Relevant Masters' or similar degree in Computer Science, Finance, Business Administration, and/or equivalent area of study or international equivalent (Post graduate degree preferred)

WHY JOIN SIMCORP

At SimCorp you get to work with skilled and supportive colleagues in a global company counting more than 50 nationalities and offices in more than 20 countries. We provide IT solutions to the world's leading investment management firms, pension funds and insurance firms, in a rapidly changing market. You will be part of a success story and a company that continues to grow, offering lots of challenging and interesting opportunities. What better place to build a successful career

Visit our career pages to learn why other people choose to work at SimCorp:

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