Senior Manager, Global Customer Support

Location: Bad Homburg, DE

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 2,100+ colleagues with a broad range of nationalities, educations, professional experiences, ages, and backgrounds in general.   

SimCorp is an equal opportunity employer. We are enthusiastic about building and supporting a culture where diverse perspectives and expertise are imperative to 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. 

While striving to deliver client value, we believe it is vital to consider our people and our planet in every business decision we make. Acting responsibly is not optional. It is essential. 

About the role

We are looking for a Senior Manager for our Global support organization in Germany. The key purpose of this position is to enable SimCorp to meet the overall growth targets through operational contribution to the support business and implementation of continuous improvements. Your mission is to achieve customer satisfaction and support profitability. 

You will be part of our highly productive Global Support organization of 110+  committed employees. Our responsibility is to deliver high-quality product support to all SimCorp's clients for their SimCorp platform. You will be supervising the support group in Germany. You will report directly to the global Support head and will be a member of their leadership team.  

What you will be responsible for:

  • Meeting the overall growth targets through operational contribution to the support business and implementation of the support strategy. 

  • Running and supporting a truly global, effective, and valuable support organization with standardized and integrated support processes. 

  • Carrying out and supervising the application of the defined global and local support concepts and offerings exploiting SimCorp's intellectual property. 

  • Managing the Global Support contribution to billable consulting activities.

  • Internal contact and escalation point of contact in all questions relevant to support for our CE clients.

  • Optimizing the balance between effectiveness (SLA adherence), efficiency (cost), and client satisfaction in the SimCorp support ecosystem. 

  • Developing people competencies, focus, and career paths to empower creating an innovative support organization in the Market Unit with a common culture and 'sense of belonging' in the Global Support organization. 

About You: 

  • Experience in a product support practice.

  • Financial industry knowledge.

  • Good at relationship building and has solid communication skills.

  • High interest in people management.

  • Solid experience with conflict management.

  • Results-oriented, determined, and creative with a global mindset.

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