Job details

Education Success Lead Role - US Exton PA or Remote

  • Department: Professional Services
  • Location: US - Remote
  • Country: United States of America

The Guidewire Education Customer Success Lead will work with internal and external stakeholders to provide customer account ownership, optimize training plans and act as the client advocate to successfully enable their training project goals. You will also provide progress reporting to executives on competency assurance, deal with incoming proposal, contract and invoicing queries, as well as other ad hoc projects and requests within Guidewire Education Services

Guidewire Education provides product training to our customers, partners, and employees around the globe. As an Education Success Lead, you will have the following responsibilities: 

 

  • Serve as the customer’s primary point of contact and advocate for all Guidewire Education requests
  • Set early expectations with the client and provide direction throughout the customer lifecycle to ensure Guidewire Education delivers as promised
  • Drive the execution of Education contracts and ensure orders and invoices are processed properly
  • Optimize the client experience by leading operational onboarding activities
  • Ensure the customer can access our LMS and training content, troubleshooting as needed
  • Establish initial training plans, create and maintain personalized learner maps, and recommend incremental training activities
  • Advise the customer on recommended curriculum, prerequisites, and exam sequence to enable competency
  • Build and publish recurring reports to track training and certification progress and other key metrics
  • Research and communicate training and certification gaps that may impact project success
  • Ensure timely follow-up on customer requests and drive action items to completion
  • Create and maintain processes and procedures for transparency and repeatability
  • Champion improvements in processes and systems to increase efficiencies and customer satisfaction
  • Escalate issues and risks that impact customer success or satisfaction
  • Collaborate with Services Team, Alliances team, Sales team, and other Guidewire Services stakeholders to drive project readiness
  • Identify and enable operational efficiency between Education and other departments

 

 

Required skills and experience

 

  • 5-7 years of customer account management experience
  • 3-5 years defining processes and workflow improvements across complex systems
  • Significant experience in a leadership role that ensured customer success
  • Impeccable customer relationship skills with an ability to quickly establish trust and manage customer expectations
  • Passion for excellence and helping others achieve success
  • Self-driven and proactive with demonstrated leadership qualities
  • Skilled at presenting complex topics and workflows in a simple, consumable way
  • Exceptional written and verbal communication skills
  • Experience presenting to middle management and executive level
  • Knowledge of customer success processes and related industry best practices
  • Works well independently but also thrives on a small, nimble team
  • Remarkable focus on quality
  • Proven ability to work across geographic and cultural boundaries to support complex projects with a variety of stakeholders
  • Strong problem solving skills with ability to see patterns, recommend improvements, and deploy solutions
  • High computer literacy and proven ability to master new systems and complex processes with ease
  • Strong knowledge of Microsoft products with advanced knowledge of Excel
  • Outstanding time management and organizational skills
  • Experience with a customer-facing Learning Management System (LMS) or Customer Relationship Management (CRM) system is a plus
  • Experience providing end user training is a plus
  • Business analyst and/or quality analyst experience is also a plus
  • Some flexible hours may be required due to the global nature of our team  

 

This position will be located in the United States, but other locations may be considered for the right candidate (Toronto, etc).
* approx. 10% travel

Guidewire exists to deliver the industry platform that P&C insurers rely upon to adapt and succeed in a time of accelerating change—and to ensure that every customer succeeds in the journey. We provide the software, services, and partner ecosystem to enable our customers to run, differentiate, and grow their business.

Guidewire InsurancePlatform is the P&C industry platform that unifies software, services, and partner ecosystem to power our customers’ business. InsurancePlatform provides the standard upon which insurers can engage their customers, optimize their operations, drive smart decisions, and innovate quickly. We are privileged to serve more than 350 P&C insurers in 32 countries. We invest heavily in R&D to build a technology platform that combines three elements—core processing, data and analytics, and digital engagement—to enhance insurers’ ability to engage and empower their customers and employees.

 

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.