Job details
Job type full-time
Full job description
Are you passionate about learning and helping customers keep pace with digital technology? we need an experienced education success specialist who is passionate about learning and adept at helping clients execute training plans to master our guidewire products and supporting partner technologiesYou will use your knowledge, skills, and experience to build client relationships and foster product adoption and competencyWith an eye for detail and a passion for optimizing client success, you know how to quickly establish rapport and add value through brief, recurring conversationsAs a client advocate for guidewire’s small to mid-size carriers, you will work with your co-workers in education services and supporting business departments to help customers optimize training plans, maximize training consumption, and enable product competencyYou’ll run and analyze training reports to verify learner progress against the client’s goals; you will highlight risks associated with knowledge gaps; and you will track trends across clients to recommend process and program improvementsFor large carriers with more complex system implementations, you will use these same skills to support the education success lead in our quest for optimal education planningYour skills and experience will help customers accelerate proficiency and productivity with guidewire products to reduce their tco and improve their roiIn addition to the more strategic objectives noted above, you will also be responsible for supporting the customer’s end to end journey through our education systems including:
User enrollment in guidewire’s learning management system
Virtual machine set-up
Coordination of instructor led classroom training
Troubleshooting system related issues experienced by learners
Creating custom training report requests
The education services team is growing to keep pace with guidewire’s digital transformationWe design, develop, and maintain content that teaches our customers, partners, employees, and third parties how to implement and integrate our highly configurable productsWe also build certifications that validate competency to improve implementation efficiency and qualityOur training is often the first time the customer’s project team sees the guidewire products that they will be implementingYour work will help elevate their first impression of guidewire, our services team, the education content we provide, and the value that only mastery can unlockUltimately, your work will help customer teams deepen their knowledge, demonstrate their competency, and increase their self-sufficiency with guidewire productsTo learn more about guidewire education, visit us at education.guidewire.com.
Key assignments
Serve as the client education advocate to enable their training goals and project success
Set early expectations with the client and provide direction throughout the customer lifecycle to ensure guidewire education delivers as promised
Optimize the client experience by leading operational onboarding activities
Establish initial training plans, create and maintain personalized learner maps, and recommend incremental training activities
Advise the customer on recommended curriculum, prerequisites, and exam sequence to enable competency
Core responsibilities
Handle all contract, order, invoicing, and other ad hoc education queries
Build and publish recurring reports to track training and certification progress and other key metrics
Research and communicate training and certification gaps that may impact project success
Provide timely follow-up on customer requests and drive action items to completion
Ensure the customer can access our lms and training content, troubleshooting as needed
Create and maintain processes and procedures for transparency and repeatability
Champion improvements in processes and systems to increase efficiencies and customer satisfaction
Create and distribute recurring progress reports to customer/partner teams
Escalate issues and risks that impact customer success or satisfaction
Collaborate with services, alliances, sales, and other guidewire teams to help ensure project readiness
Identify and enable operational efficiency between education and other departments
Qualifications
3-5 years of customer account management experience
2-4 years defining processes and workflow improvements across complex systems
Significant experience in a leadership role that ensured customer success
Impeccable customer relationship skills with an ability to quickly establish trust and manage customer expectations
Passion for excellence and helping others achieve success
Self-driven and proactive with demonstrated leadership qualities
Skilled at presenting complex topics and workflows in a simple, consumable way
Exceptional written and verbal communication skills
Experience presenting to middle management and executive audiences
Knowledge of customer success processes and related industry best practices
Works well independently but also thrives on a small, nimble team
Remarkable focus on quality
Proven ability to work across geographic and cultural boundaries to support complex projects with a variety of stakeholders
Strong problem-solving skills with ability to see patterns, recommend improvements, and deploy solutions
High computer literacy and proven ability to master new systems and complex processes with ease
Strong knowledge of microsoft products with advanced knowledge of excel
Outstanding time management and organizational skills
Experience with a customer-facing learning management system (lms) or customer relationship management (crm) system is a plus
Experience providing end user training is a plus
Business analyst and/or quality analyst experience is also a plus
Some flexible hours may be required due to the global nature of our team
#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.
