Customer Success Manager

Responsibilities

• Account and relationship management with a focus on driving customer engagement
• Product adoption of one or more Guidewire solutions helping customers to maximize the value of their Guidewire investment
• Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition
• Advocate for your customers within the Guidewire organization in terms of industry practices, standardized product use cases, educational/training curriculum development and any administrative needs that are key to achieving customer success
• Take point of driving to a successful conclusion customer issues or escalations, following the standard Guidewire methodology and involving other departments and individuals as necessary
• Act as a trusted advisor for your customers’ teams to make sure that they have access to, and make use of all available Guidewire Services, including Education, Training, Customer Success Events, Guidewire Communities, whitepapers, datasheets, web seminars, etc.
• Develop a deep and cross-functional understanding of the key business challenges of your customers. 

Required Skills/Experience

• 10+ years relevant work experience – prior Customer Success roles, implementation delivery, product development, sales
• Exceptional communications skills in local language for speaking and writing, fluent English for both internal and customer facing communication
• 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 London Market/UK 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
• Demonstrated people and team management skills in a customer service-related position.

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 Guidewire Digital Engage platforms
• Prior customer relationship or sales experience
• Experience working with cloud-native platforms, the development process for cloud delivery and/or managed solutions


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