Job details

Customer Partner, On Prem, Cloud & Customer Operations (CCO) - Exton, PA

  • Department: Cloud and Customer Success
  • Location: Exton, PA, USA
  • Country: United States of America
  • Summary

     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

    The Role:

    Customer Partners play a key role in the customer facing role with our customers from inception phase to post production phase. They have strong communication and collaboration skills to work with our customers and internal teams to address customer issues. They are engaged with customers and take proactive approach to communicate Guidewire policies and best practices.

     

    Tasks and Responsibilities

     

    • Project Inception:
      • Coordinate with CRM or Engagement Manager to deliver presentation on the topic of Critical Success Factors for Guidewire InsuranceSuite Production System.
      • Provide a brief Support Overview presentation.
      • Schedule Professional Services onboardings on behalf of Consulting Enablement
    • Project Implementation:
      • Periodically communicate with Engagement Managers and update materials such as go-live dates, target production versions.
    • Rollout Planning (Pre-Production):
      • Initiate Support Introduction process about 8 weeks before go-live.
      • Identify technical resources needed to provide technical presentations such as Server Tools.
      • Coordinate efforts to complete checklist with the customer contact.
      • Collect and update customer application information into Salesforce.
      • Coordinate efforts to ensure relevant parties have necessary post go-live access to Guidewire systems in order to log cases or to otherwise interact with Guidewire
    • Production Deployment
      • Participate in escalation management as needed during go-live and bring required resources from Guidewire.
    • Production/Business-As-Usual (BAU):
      • Lead regular case status calls with customers once live in Production.
      • Keep up to date information within Guidewire Salesforce systems about customer’s high-level plans on-going maintenance and new releases.
      • Lead regular Quarterly calls with customers who do not have case status calls.
      • Act as the customer point person for any product questions and escalations.
      • Manage customer escalation calls from Guidewire side.
      • Update relevant customer and installation data in internal Guidewire systems for tracking and reporting purposes.
      • Stay informed about ongoing releases (maintenance releases, major releases) and track customers status on maintenance releases.
      • Reach out to customers for critical updates as needed.

     

    Skill Requirements

     Mandatory:

    • Strong communication and interpersonal skills
    • Demonstrated skills with working in a team-oriented environment
    • Ability to negotiate and influence customers and internal Guidewire teams on issue priorities when necessary.
    • Be a customer advocate within Guidewire for customer issues and able to represent and articulate customer use cases and pain points within Guidewire.
    • Applied Project Management/Coordination experience
    • Ability to quickly understand new products and acquire Guidewire product certifications such as InsuranceSuite Specialist Certification
    • Demonstrated problem solving skills
    • Proven ability working with customers and/or 3rd parties in a production (post implementation) environment
    • Ability to manage multiple customers and prioritize tasks effectively
    • Experience using a software defect tracking system such as JIRA or Salesforce ServiceCloud
    • Proven ability to influence customers and build relationships, both with “on the ground” resources and those in Management roles
    • Flexible, enthusiastic approach to work and ability to thrive in a dynamic and rapidly changing operating environment
    • Ability to travel to customer sites 10-20% of the time, up to a maximum of 30%

     Preferred:

    • 2+ years of working with Guidewire implementation projects in either a consulting or production support setting

     Nice to Have:

    • Experience working in an environment with cloud/off-premise enterprise applications (i.e., SaaS, PaaS, etc.)

     

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.