At a Glance
- Tasks: Lead customer success initiatives and drive value for clients using innovative SaaS solutions.
- Company: Join Duck Creek Technologies, a leader in transforming the insurance industry.
- Benefits: Flexible work options, competitive salary, and opportunities for professional growth.
- Other info: Be part of an inclusive culture that values diversity and collaboration.
- Why this job: Make a real impact by reshaping how consumers interact with insurance.
- Qualifications: 6+ years in SaaS, strong relationship-building skills, and a passion for customer success.
The predicted salary is between 42750 - 52250 £ per year.
Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek.
WHO WE ARE: Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies. Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most.
WHAT YOU’LL DO: The Senior Customer Success Manager is the CEO of your book of business. A high performer who is SaaS revenue focused, responsible for managing and developing multiple medium/large Duck Creek OnDemand and OnPrem accounts. As a SMCS, you will act as the primary contact and trusted advisor for your customers and provide an interface between the Customer/System Integration (SI) partner(s), and internal Duck Creek teams. Members of the Customer Success family are motivated customer advocates, adept in managing customer needs throughout their journey – from contract signing, multiple go‑lives, and contract expansion and renewal.
- Manage and develop the customer accounts: Manage 4+ medium/large OnDemand or OnPrem accounts.
- Develop and foster a trusted relationship with the Customer and SI partners.
- Meet with Customer leadership teams to understand their business goals and strategic priorities.
- Stay up to date with the latest features and updates of Duck Creek’s suite of products and services.
- Track renewals through their lifecycle, highlighting potential risks, and building strategic account plans to ensure success.
- Facilitate weekly, monthly, and quarterly customer governance meetings.
- Mentor junior Customer Success Managers.
Ensures Customer Success and Reference‑ability: Gather customer feedback by playing an active role in the NPS customer survey activities. Understand what is required to make/keep the Customer a great reference and improve the end user experience by furthering customer adoption. Educate customers on new and existing functionalities and demonstrate how they can benefit the customer’s business to deliver value.
Interfaces between Customer/SI partner and Internal team: Proactively manage any potential risks and work with applicable resources to implement mitigation plans. Ensure all customer support cases logged receive appropriate attention and urgency. Coordinate Customer‑specific communication plans, test schedules, releases, and ticket priorities.
Act in accordance with and as a good steward of Duck Creek Technologies mission, vision, and core values:
- Mission: To empower insurers to reimagine the future of insurance.
- Vision: To transform insurance technology, helping insurers be smarter, faster, and more efficient.
- Values: We Prioritize Respect, We Listen, We Care, We Add Value, and We Lead.
Education and Work Experience: Bachelor’s degree, and/or higher level, or foreign equivalent, in Computer Science, Computer Information Sciences or related degree; related work experience can be substituted for educational requirement. Minimum 6+ years functional and technical knowledge of SaaS platforms. Proven ability to maintain and foster strong relationships with customers.
PREFERRED: Duck Creek Suite and Platform knowledge and experience. P&C Insurance knowledge and experience. ChurnZero knowledge and experience. Knowledge of Microsoft Azure, SQL Server preferred.
Leadership Experience: Minimum 1 year (preferred).
Knowledge, Skills, Abilities & Behaviors: Ability to explain complex technical concepts to non‑technical audiences. Exceptional customer service and organizational skills are a must. Must be able to work well independently and in a team environment.
Other Requirements: Travel: 10-25%. Work Authorization: Legally authorized to work in the country of the job location.
WHAT WE STAND FOR: Our global company celebrates & leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background.
Customer Success Management Manager in London employer: Duck Creek Payments
Duck Creek Technologies is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of London. With a strong focus on employee growth, we provide ample opportunities for professional development and leadership coaching, ensuring our team members thrive in their careers while contributing to meaningful projects in the reinsurance sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Management Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Duck Creek Payments. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Duck Creek Payments before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Management Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Duck Creek Payments:Your cover letter is your chance to shine! Tell us why you want to work at Duck Creek Payments specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Duck Creek Payments!
How to prepare for a job interview at Duck Creek Payments
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
