Job details
Job type full-time
Full job description
The customer success team within guidewire is a team focused on helping our customers maximize the value of their guidewire investmentThe customer success manager is accountable for continuity and successful execution of all stages of the customer journeyWe expect that our customers will see their success manager as a trusted advisor and true partner – encouraging customer teams to adopt best practices, advocating for their needs back to other guidewire teams, and helping to find new ways to derive value from their guidewire investmentThe end goal is a set of happy customers that make daily use of the platform, that renew their subscriptions, and are eager to expand the footprint of the guidewire solutions within their organization.
The job location can be located anywhere in us and is focused on supporting guidewire customersPre-covid: travel requirements are estimated at around 25% but will be driven by customer demand and distribution (suspended until further notice) responsibilities: ensure guidewire customers continuously achieve the maximum value from their guidewire investment consistently engage with customers fostering knowledge of the customer’s product experience and strategic business needs serve as the voice of the customer and customer advocate to facilitate feedback and influence on guidewire products and services provide early insight and adoption recommendations for new products and product features you will be responsible for product adoption of one or more guidewire solutions helping customers to maximize the value of their guidewire investment when appropriate, you will take point of driving to a successful conclusion customer issues or situations, following the standard guidewire methodology and involving other departments and individuals as necessaryYou will develop a deep and cross-functional understanding of the key business challenges of your customersEnsure visibility of program and customer health both internally and with customer teams required skills/experience: 5 - 10 years relevant work experience – prior customer success roles, implementation delivery or sales demonstrated executive leadership and communication experience, showing the ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflicting views (and personalities) and engender honest feedback and appraisal demonstrated ability to work on multiple initiatives or accounts simultaneously and under pressure ability to travel as needed to client locations, industry events and company initiatives desired skills: guidewire product knowledge in a delivery or sales role strong knowledge of the p&c insurance space, industry trends and challenges, the fundamental economics of an insurance company cross functional team management skills in a customer service related position demonstrated account planning and management skills, including estimations, budgets, forecasting and coordination of multiple work streams demonstrated coaching and change management experience – not just defining a plan but executing that plan successfully and adapting to obstacles or shifts in business priority demonstrated knowledge of guidewire insurancesuite and policycenter expertise is preferred experience working with cloud-native solutions, the development process for cloud delivery and/or managed solutions #li-remote
About guidewire guidewire is the platform p&c insurers trust to engage, innovate, and grow efficiently.
Guidewire combines core, data, digital, analytics, and ai to deliver our platform as a cloud serviceMore than 400 insurers, including the largest and most complex in the world, run on guidewire.
As a partner to our customers, we continually evolve to enable their successWe are proud of our unparalleled implementation track record with 1000+ successful projects, supported by the largest r&d team and partner ecosystem in the industryOur marketplace provides hundreds of add-ons that accelerate integration, localization, and innovation.
Guidewire software, incIs proud to be an equal opportunity and affirmative action employerWe are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our successQualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disabilityAll offers are contingent upon passing a criminal history and other background checks where it`s applicable to the position.
Disability accommodations and guidewire’s appeals processGuidewire provides accommodations to the hiring process to create a fair opportunity for candidates with disabilities to contend for open positionsAccommodation requests should be directed to (650) 356-4940 or accommodations@guidewire.comIf things do not go as hoped, we invite you to use our appeals processGuidewire promises to independently review any denied accommodation and any decision not to offer you the positionThe appeals process is the same in either caseWithin five business days of receiving a notice of denial of an accommodation, or receiving a notice of your non-selection for a vacancy, call (650) 356-4940 or e-mail accommodations@guidewire.com to make an appealGuidewire will assign a new decision-maker to review the request and/or hiring decision, who will then notify you in writing of a decision within 10 business days.
