Summary

Our Customer Success team is focused on creating engaged customer advocates who are maximizing the value of their Guidewire investments. strategic mindset that fosters a growth mindset alongside a customer-centric culture. The Customer Success Manager (CSM) will oversee the strategy and execution of their customer portfolio and focus on driving engagement, satisfaction, retention and growth. We expect our customers will see their CSM as a trusted advisor and true partner – encouraging customers to adopt solutions that help them achieve their business goals, 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 delighted customers that renew their subscriptions and are eager to expand the footprint of the Guidewire solutions within their organization.

The job location is in Canada and is focused on supporting Guidewire InsuranceSuite customers.

Job Description

Customer Management 

Develop strategic account plans that expand the relationship and promote growth

Drive cross-functional collaboration to accelerate adoption and value of current and future solutions

Identify and pursue expansion opportunities aligned to customer goals

Create trusted partnerships that result in engaged, customer advocates

Lead executive level engagements focused on value creation

Define and execute a renewal strategy that promotes growth and mitigates risk

Promote operational excellence in portfolio, account and team management

Develop depth and breadth of relationship within portfolio of customers, from C-level to IT and business users

Understand customer priorities and identify common themes to report out and action

Responsibilities:

Understand customer priorities and facilitate engagements to meet customer needs, align our overall strategies, and create meaningful relationships

Recognize incremental sales opportunities across Guidewire solutions and partner with sales to ensure the customer objectives and value proposition are at the forefront

Develop strong partnerships by providing positive customer experiences that drive mutual success and creates customer advocates

Engage with customers to develop deep understanding of customer’s product experience and strategic business needs

Know the customer “inside and out” and foster positive relationships with key customer stakeholders at senior and C-Suite level

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

Encourage adoption of Guidewire solutions to help customers achieve their business goals and maximize the value of their investments 

Take the lead in driving to a successful conclusion any customer issues or situations, 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 and opportunities of your customers and portfolio

Introduce new features and best practices to customers according to their business needs

Ensure visibility of program and customer health both internally and with customer teams

Manage commercial aspects of account relationships post initial sale, including defining a renewal strategy that promotes growth and mitigates risks 

Execute and manage contract negotiations and renewals 

Executive leadership and communication experience, with ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflict and engender honest feedback and appraisal

 

Required Skills/Experience:

5+ years relevant experience (e.g., customer success, account management, sales, technology consulting or related position)

French language communication fluency (speaking and writing) at the competency level necessary to conduct business meetings 

Knowledge of the P&C insurance space, industry trends and challenges, and the fundamental economics of an insurance company

Passion for solving problems, thinking creatively, and delivering results

Ability to build and manage C-suite relationships at customers

Capable of quickly building trust and establishing deep relationships 

Ability to effectively connect and communicate with both business & IT stakeholders

Executive leadership and communication experience, showing the ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflicting views and engender honest feedback and appraisal

Demonstrated ability to work on multiple initiatives or accounts simultaneously under pressure

Demonstrated account planning and management skills, including estimations, budgets, forecasting and coordination of multiple work streams

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

 

Desired Skills:

Knowledge of or experience with Guidewire InsuranceSuite is preferred

Experience working with cloud-native solutions and/or cloud technologies for mission-critical applications

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

How Success is Measured - in both Regional Portfolio & Assigned Customers 

Financial: 

% Annual Recurring Revenue (ARR) Growth

Meeting Retention Targets / Mitigating Churn Risk

Opportunity Influence & Increased Product Penetration  

Customer Relationships

NPS / CSAT  

Sentiment & Health

Referencability / Advocacy

Success Planning

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 www.guidewire.com 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.