Customer Success Manager
Found in: Talent US C2 - 2 weeks ago
Responsibilities
Ensure Guidewire customers continuously achieve the maximum value from their Guidewire investmentsUnderstand customer priorities and facilitate engagements to meet customer needs, align our overall strategies, and create meaningful relationshipsDevelop strong partnerships by providing positive customer experiences that drive mutual success and creates customer advocatesConsistently engage with customers fostering knowledge of the customer’s product experience and strategic business needsServe as the voice of the customer and customer advocate to facilitate feedback and influence on Guidewire products and servicesProvide early insight and adoption recommendations for new products and product featuresResponsible for product adoption of one or more Guidewire solutions helping customers to maximize the value of their Guidewire investment and achieve business outcomesTake 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 strategiesFacilitate executive discussions including business reviews, roadmap reviews, and strategic alignmentDevelop 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 teamsManage commercial aspects of account relationships including contracts, risks, and renewalsManage to a set of Customer Success key performance indicators and drive operational excellence in customer portfolio managementRequired Skills/Experience
5 - 10 years relevant work experience – prior Customer Success roles, implementation delivery or salesGuidewire product knowledge in a delivery or sales roleDemonstrated 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 appraisalDemonstrated ability to work on multiple initiatives or accounts simultaneously and under pressureStrong knowledge of the P&C insurance space, industry trends and challenges, the fundamental economics of an insurance companyAbility to travel as needed to client locations, industry events and company initiativesDesired 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 streamsDemonstrated coaching and change management experience – not just defining a plan but executing that plan successfully and adapting to obstacles or shifts in business priorityDemonstrated knowledge of Guidewire Insurance Suite expertise is preferredPrior customer success experienceExperience working with cloud-native solutions, the development process for cloud delivery and/or managed solutions-
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