Client Partner, Anz

**The focus of your role**:Our Customer Success program is fundamental to ensuring a successful journey, solution adoption and value realization for Guidewire Customers. The Client Partner is a senior strategic business leader who interacts with the C-suite of our largest, most strategic customers to ensure the success of the customers program(s) and to advocate for their requirements which has the ability to enhance and influence the Guidewire Cloud product roadmap significantly.

As a senior leader, you will be accountable for maximizing the business performance of the account and be the face of Guidewire responsible for customer delight, building trusted customers relationships and bringing thought leadership to cultivate and expand the GW brand. In partnership with Sales, Cloud Ops, Product, Customer & Partner Success teams, as well as our customers, you will craft a strategy to ensure customers are enthusiastically adopting Guidewire throughout their organization, achieving business value from the software and recognizing that value when the time comes to review their subscription.

You will execute that strategy by working directly with customers - from end users up to C-level executives - and by marshaling appropriate resources across the Guidewire organization to create a cohesive, customer-centric experience through a matrixed environment. As you travel the Path to Success with the customer, you will act as an advocate in the customer’s interest. You will hold Guidewire, our partners, and our customer teams accountable to the joint strategic journey the customer and Guidewire declared when the Path to Success started.

Additionally, the Client Partner will help structure and lead new initiatives across Strategic & Tier 1 customers who are considering or transitioning to Guidewire Cloud.

The Client Partner role is the central point of contact for our customers spanning the Path to Success from pre-sales to implementation through adoption. They play a critical role as a “trusted advisor” to our customers CxOs and Business Units.

**What you’ll do**:The role is responsible for collaborating with the GW teams and customer to help lead, win, and deliver customer value with Guidewire solutions.

**Account CEO and business operator**:

- Accountable for the overall P&L outcomes on the account(s) including customer relationship management, ARR targets & long-term value, forecasting, return on investments.
- Sets and manages the account strategy aligned with customer priorities for optimal value creation and establishes and manages account level KPIs such as churn, adoption, ARR, NPS/CSAT, etc

**Strategic Advisor to customer key decision makers**:

- Drive strategic direction and business with our customers across parent and entities for value optimization and customer satisfaction taking into consideration, IT and business strategies, challenges, processes, people and partnerships.
- Be the Voice of the Customer and work collaboratively with the account team and broader GW organization to develop and manage the strategy to build broad adoption of GW products throughout the Path to Success.
- Understand their strategic goals and how our software enables achievement of them informed by deep P&C industry and GW product expertise. I
- influence Guidewire’s product evolution through insights on customer’s priorities and investments
- Demonstrate an understanding of their enterprise architecture; and
- Bring insights and experiences from elsewhere in our Strategic and Tier 1 Cloud customer base making it relevant to their respective journey.

**Customer Success Evangelist and Motivator**:

- Know the customer “inside and out” and foster positive relationships with key customer stakeholders at senior and C-Suite level
- Become a trusted advisor and build multi-dimensional relationships promoting the GW value proposition
- Advocate for optimal use, product upgrades, value tracking, and community engagement overseeing adoption of our products, building, and managing customer relationships for CSAT, NPS and service delivery.
- Serve as key escalation point for the customer and work with our GW teams to ensure service provision meets both SLAs & expectations
- Orchestrate and align face-offs with the customer, meetings and foster key stakeholder contact management to ensure coverage and consistent, one GW approach to global customer engagement across all of our disciplines
- Communicate to the customer and GW regarding expectations, performance, governance and issue escalation/resolution during the course of delivery to ensure success.
- Contribute to the processes and programs that will define Customer Success for Strategic and Tier 1 Cloud customers going forward

**“Gateway” to/from the Guidewire Organization**:

- Describe how the Guidewire Cloud roadmap is particularly relevant to the Strategic and Tier 1 customer’s business and technology objectives;
- Take point on and coordinate to suc