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 the United States 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)
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
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
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
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.