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Cloud Operating Partner
- Department Customer and Cloud Operations
- Location United States - Remote
We are looking for a Cloud Operations Partner to join our Guidewire Customer and Cloud Operations (CCO) organization. The Cloud Operations Partner will be based in the U.S. and will report to the Senior Director of Cloud Operations Strategy.
We are Guidewire Software, and we're perhaps the best company to work for that you've never heard of. We are proud to be voted a “Top 3” employer on Glassdoor by our own employees and positioned as a market leader by industry experts like Gartner. We serve the second-largest financial services industry in the world (after banking), worth $2 trillion USD. We build the core applications that companies use to sell insurance policies, settle claims, and bill their customers. We also have a portfolio of products serving the innovative needs of our customers in areas such as data management, digital online portals, and predictive analytics. We serve customers all over the world, helping them handle billions of dollars of business. This is a lucrative and underserved market, and we have grown rapidly through a combination of quality products, excellent service, innovative technology, and a passionate belief in our core values of rationality, collegiality & integrity.
The Role:
We’re looking for an experienced Cloud Operations Partner that can build and maintain a strong relationship with our Guidewire Cloud customers, and whom can provide firm guidance and leadership to the various parties involved in the customer’s journey. Cloud Operations Partners will get involved early on during the customer’s implementation and/or migration to Guidewire Cloud, and will also serve as a liaison between the customer team and the CCO organization once the customer is successfully deployed to Guidewire Cloud. In this role, you will be an advocate for our customers, as well as understanding and advocating the benefits of the service & operating model that defines the Guidewire Cloud offering. On a day to day basis, you may be involved in areas such as service management, system restoration, cloud infrastructure, product update planning and execution, and “devops” tasks such as build and release management. No matter what task you face on a given day, you will collaborate closely with an impressive team of peers whose primary goal is our customer’s success. We particularly value demonstrated leadership capability and presence, project management experience, excellent organization skills, negotiation skills, and of course the ability to work well as part of an overall organization.
Responsibilities:
We live by our core principles of integrity, rationality, and collegiality. Your first responsibility is always to adhere to these principles in everything that you do.
This is a customer facing role and a priority is placed on exceptional customer service skills including but not limited to professional communication capability, timely response procedures, and understanding the sense of urgency that is characteristic of any production system setting.
Understand all aspects of the Guidewire Cloud operating model and work directly with our customers to ensure they understand and are prepared to successfully operate in this service-based subscription model.
Ability to complete Guidewire product certification on one or more
Guidewire products at the “Business Analyst” level.
Work closely with all parties involved in implementation or cloud migration programs (including Guidewire Professional Services, System Integration Partners, and customer resources) to effectively identify, coordinate, and manage tasks pertaining to the preparation and launch into Guidewire Cloud.
Advocate for the importance of our Cloud Assurance program and ensure customers understand our recommendations and are executing on those recommendations to optimize their Guidewire solutions.
Work with our Cloud Program Management function to ensure our Guidewire Cloud programs are adhering to our defined methodologies and best practices.
Once live in Production, take a leadership role alongside the customer and any implementation parties in stabilizing the Guidewire ecosystem and ensuring the customer is prepared to operate within the Guidewire Cloud model
Challenge and identify ways to continuously improve our internal service management capabilities by understanding our customer’s unique needs.
Ability to clearly communicate functional and technical requirements to a remote team.
Contribute to a team environment that will have both local and remote leadership.
This role will require ability to travel onsite to U.S. and/or Canadian customers on a scheduled basis. Travel is estimated at maximum of 50% but may peak to 75% for short periods around key customer delivery dates.
This role has potential for occasional travel to other Guidewire offices (U.S. and international).
Guidewire Cloud is a service offering with defined contractual SLA’s. While the Cloud Customer Partner will work during normal business hours of the customer, occasional high priority work outside of established business hours may be necessary (i.e., to help with urgent customer issues).
Desired Skills/Experience:
- Preference given to candidates that have 5+ years of experience leading and managing enterprise software implementation teams (or team tracks) within a corporate IT or consulting environment (Guidewire projects preferred)
- Preference given to candidates that have 2+ years of “hands on” work with Guidewire core applications (PolicyCenter, ClaimCenter, BillingCenter, or Data Management)
- Comfort being in a dynamic role that is not always fully defined and that will mature with our solution offerings
- Strong communication and interpersonal skills
- Demonstrated Project Management experience
- Demonstrated problem solving skills performed in a time-sensitive environment
- Experience using an Agile based methodology
- Proven ability to influence customers and build relationships, both with “on the ground” resources and those in Management/Executive roles
- Ability to quickly triage customer issues and prioritize tasks (i.e., differentiate between production issues and future enhancement work)
- Experience working in an environment where cloud or off-premise enterprise applications have been utilized
- Experience working with a “software as a service” offering and understanding the differences versus on-premise software
- Experience with commercial software such as customer incident tracking systems, work effort management, etc.
- Amazon Web Services (AWS) knowledge is not necessary, but is nice to have
- “Dev-ops” experience is not necessary, but is nice to have
Requirements:
- Bachelors’ Degree in Computer Science (B.S., B.A.) or equivalent from higher education institution
- Authorized to work in U.S.
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. 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.
Disability Accommodations and Guidewire’s Appeals Process. Guidewire provides accommodations to the hiring process to create a fair opportunity for candidates with disabilities to contend for open positions. Accommodation requests should be directed to (650) 356-4940 or Accommodations@guidewire.com. If things do not go as hoped, we invite you to use our appeals process. Guidewire promises to independently review any denied accommodation and any decision not to offer you the position. The appeals process is the same in either case. Within five business days of receiving a notice of denial of an accommodation, or receiving a notice of your non-selection for a vacancy, call (650) 356-4940 or e-mail Accommodations@guidewire.com to make an appeal. Guidewire will assign a new decision-maker to review the request and/or hiring decision, who will then notify you in writing of a decision within 10 business days.
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
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
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
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
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
We encourage self-directed learning, giving you every chance to become a better version of yourself, both professionally and personally. At Guidewire, lifelong learning is here for the taking.
CAREER MOBILITY
Your career opportunities are only limited by your own imagination. Guidewire’s community is filled with chances to expand your horizons across any of our teams or worldwide locations.