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Customer Success Manager - (CAD-Remote)

  • Department Customer Success
  • Location Toronto
The Customer Success team within Guidewire is a team focused on helping our customers maximize the value of their Guidewire investment.  The 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. 

The job location can be located anywhere Canada and is focused on supporting Guidewire customers.  Pre-Covid:Travel requirements are estimated at around 50% but will be driven by customer demand and distribution (Suspended until further notice)
 
Responsibilities:
Ensure Guidewire customers continuously achieve the maximum value from their Guidewire investment
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
You will be responsible for product adoption of one or more Guidewire solutions helping customers to maximize the value of their Guidewire investment
When appropriate, you will take point of driving to a successful conclusion customer issues or situations, following the standard Guidewire methodology and involving other departments and individuals as necessary.
You will 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
 
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 InsuranceSuite and PolicyCenter 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.


Guidewire combines core, data, digital, analytics, and AI to deliver our platform as a cloud service. More than 400 insurers, including 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 1000+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of add-ons that accelerate integration, localization, and innovation.

Guidewire Software Inc. provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. 
Talent rewards

The perks. The rewards. The good stuff.

We’re proud to shout about our awesome benefits packages. Holistic wellness is a big deal for us. We offer everything you need to support your work and, most importantly, your work-life balance. We’re committed to helping you be the best version of yourself. Inside and outside of work.

FINANCIAL

FINANCIAL

Receive market-competitive pay and incentive programs—because you deserve it! To help future-proof your income, we offer generous support through retirement savings plans.

HEALTH AND WELLNESS

HEALTH AND WELLNESS

Keep your physical and emotional health in tip-top shape with health insurance for you and your family, an employee assistance program, annual wellness reimbursement, and access to wellness resources.

FLEXIBLE WORKING

FLEXIBLE WORKING

Work in an environment where you’ll have the freedom and trust to make an impact, with time for your life outside of work.

DOWNTIME

DOWNTIME

Relax and kick back through our generous paid time-off programs. Make a difference in your community with three volunteer days each year. Take your own personal day of rest with My Day. We also offer 16 weeks of paid leave for all new parents.

CONTINUAL DEVELOPMENT

CONTINUAL DEVELOPMENT

We encourage self-directed learning and holistic wellness, giving you every chance to become a better version of yourself, both professionally and personally. At Guidewire, lifelong learning is here for the taking.