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Senior Customer Success Manager

2 weeks ago

Sydney, New South Wales, Australia Guidewire Software Full time $104,000 - $130,878 per year

Summary
Our Customer Success team is focused on helping our customers maximize the value of their Guidewire investments. The Senior Customer Success Manager is accountable for continuity and successful execution of all stages of the customer journey. We 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 investment. The 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.

Job Description

  • Responsibilities

  • Ensure Guidewire customers continuously achieve the maximum value from their Guidewire investments

  • Understand customer priorities and facilitate engagements to meet customer needs, align our overall strategies, and create meaningful relationships
  • Develop strong partnerships by providing positive customer experiences that drive mutual success and creates customer advocates
  • 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
  • Responsible for product adoption of one or more Guidewire solutions helping customers to maximize the value of their Guidewire investment and achieve business outcomes
  • Take the lead in driving to a successful conclusion of customer issues or situations as appropriate, following the standard Guidewire methodology and involving other departments and individuals as necessary.
  • Create and manage customer success plans and account plans to manage external and internal relationships and strategies
  • Facilitate executive discussions including business reviews, roadmap reviews, and strategic alignment
  • Develop a deep and cross-functional understanding of the key business challenges of your customers.
  • Ensure visibility of program and customer health both internally and with customer teams
  • Manage commercial aspects of account relationships including contracts, risks, and renewals
  • Manage to a set of Customer Success key performance indicators and drive operational excellence in customer portfolio management

  • Actively contribute to Annual Recurring Revenue growth by identifying opportunities to expand existing customer accounts by aligning solutions to customer needs.

  • Required Skills/Experience

  • 5 - 10 years relevant work experience – prior Customer Success roles, implementation delivery or sales

  • Guidewire product knowledge in a delivery or sales role
  • 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
  • Strong knowledge of the P&C insurance space, industry trends and challenges, the fundamental economics of an insurance company

  • Ability to travel as needed to client locations, industry events and company initiatives

  • Desired Skills

  • 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 Insurance Suite expertise is preferred
  • Prior customer success experience
  • Experience working with cloud-native solutions, the development process for cloud delivery and/or managed solutions

About Guidewire
Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.

As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.

For more information, please visit and follow us on Twitter: @Guidewire_PandC.

Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success. Qualified 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 disability. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.