Senior Customer Success Manager

🕒 Setembro 15

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $136.000 - $221.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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Guidewire Software

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2001

🛡️ Seguros

💰 $750.000 Series C em 2008-03

Software • Insurance • Cloud Computing

A Guidewire Software é uma fornecedora líder de soluções de software para o setor de seguros de Property & Casualty (P&C, seguros de danos). A empresa oferece uma plataforma abrangente que inclui aplicações core como PolicyCenter, ClaimCenter e BillingCenter, além de analytics avançados e uma robusta plataforma em nuvem. A Guidewire tem foco em promover transformações digitais, aprimorar a eficiência operacional e elevar o atendimento ao cliente para seguradoras no mundo todo. Por meio de colaborações e parcerias, a Guidewire dá suporte a uma ampla gama de produtos e serviços de seguros, incluindo usage-based insurance (por uso) e embedded insurance (seguros integrados). Com seu compromisso com a inovação e o sucesso do cliente, a Guidewire continua a capacitar as seguradoras a atender às demandas em evolução do setor.

Descrição

• Develop strategic account plans that expand relationships 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 renewal strategies that promote growth and mitigate risk • Promote operational excellence in portfolio, account, and team management • Develop relationships across customer portfolios, from C-level to IT and business users • Understand customer priorities and report out common themes for action • Facilitate engagements to meet customer needs and align strategies • Partner with sales on incremental opportunities across Guidewire solutions • Engage customers to understand product experience and strategic business needs • Serve as the voice of the customer and advocate for feedback and influence on Guidewire products and services • Provide early insight and adoption recommendations for new products and features • Coach and mentor other CMSs in Customer Success practices and customer community engagement • Drive customer issues and situations to successful conclusions with relevant departments • Create and manage customer success plans and account plans • Facilitate executive discussions, including business reviews, roadmap reviews, and strategic alignment • Develop cross-functional understanding of customer business challenges and opportunities • Introduce new features and best practices according to customer needs • Ensure visibility of program and customer health internally and with customer teams • Manage commercial account relationships post-sale, including renewal strategy • Execute and manage contract negotiations and renewals • Leverage executive leadership and communication experience to define vision, build business cases, resolve conflict, and foster honest feedback • Apply emerging technologies, AI, and data-driven insights to enhance productivity and outcomes • Success measured through ARR growth, retention, churn-risk mitigation, product penetration, NPS/CSAT, sentiment and health, advocacy, and success planning

🎯 Requisitos

• 12+ years relevant experience (e.g., customer success, account management, sales, technology consulting or related position) • 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 • Demonstrated ability to embrace AI and apply it to your current role as well as data-driven insights to drive innovation, productivity, and continuous improvement • 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

🏖️ Benefícios

• Health insurance • Dental insurance • Vision insurance • Paid time off • Company sponsored retirement plan • Some roles may be eligible for the annual company bonus plan • Some roles may be eligible for commissions • Some roles may be eligible for long term incentive awards • Disability accommodations in the hiring process • Appeals process for denied accommodations or non-selection decisions

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