Senior Customer Success Manager – AMER/EAST

October 14

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Guidewire Software

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Software • Insurance • Cloud Computing

Guidewire Software is a leading provider of software solutions for the property and casualty (P&C) insurance industry. The company offers a comprehensive platform that includes core applications such as PolicyCenter, ClaimCenter, and BillingCenter, as well as advanced analytics and a robust cloud platform. Guidewire focuses on delivering digital transformations, improving operational efficiencies, and enhancing customer service for insurers globally. Through collaborations and partnerships, Guidewire supports a wide range of insurance products and services, including usage-based and embedded insurance. With its commitment to innovation and customer success, Guidewire continues to empower insurers to meet the evolving demands of the industry.

1001 - 5000 employees

Founded 2001

💰 $750k Series C on 2008-03

📋 Description

• 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 • 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 • Coach and mentor other CMSs in developing the Customer Success Craft and engagement in both Guidewire and Customer Community. • 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 • Leverage 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.

🎯 Requirements

• 8+ 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.

🏖️ Benefits

• health, dental, and vision insurance • paid time off • company sponsored retirement plan • annual company bonus plan • commissions • long term incentive awards