Customer Success Manager, Senior Manager

locations: Remote, United Kingdom; Remote, Portugal

time type: Full time

posted on: Posted 4 Days Ago

job requisition id: REQID54946

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. We are the platform upon which modern insurance systems are built, enabling the industry to capitalise on the power of the cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionise 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. Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance.

We have a flock of more than 1,800 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location.

If working in a fast-paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries sounds exciting, let us know. We are excited you are considering Duck Creek as a future employer and hope you decide to join “The Flock”!

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. You see our customers’ challenges as opportunities. You use your knowledge of Duck Creek and the software delivery lifecycle (SDLC) process to get into the detail and find solutions. You turn our customers’ pain points into success plans, and work across all arms of the Duck Creek organisation to continually drive success.

• 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, including the preparation of customer success plans with an eye toward future sales opportunities and product expansion at time of renewal.
• Stay up to date with the latest features and updates of Duck Creek’s suite of products and services, conduct review sessions, and identify opportunities for upselling and cross-selling, including active management of NRR and GRR.
• Track renewals through their lifecycle, highlighting potential risks, and building strategic account plans to ensure success.
• Facilitate weekly, monthly, and quarterly customer governance meetings, including preparation of reports, governance decks and working with all parties to schedule customer sessions.
• Mentor junior Customer Success Managers.

• Ensure Customer Success and Reference-ability:

• Gather customer feedback by playing an active role in the NPS customer survey activities by encouraging customer feedback, assessing results, and developing measurable closed loop action plans.
• 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 (including engaging relevant DC teams to assist) and demonstrate how they can benefit the customer’s business to deliver value.
• Where issues arise, including pre and post go-live events, conduct lessons learned with various stakeholders to build action plans, coordinate improvements, and turn the account back to green.
• Act as primary contact point for Customer issues/questions and maintain regular contact with customers to ensure on time go-lives.
• Work with wider teams involved with the customer (e.g. services teams and partners) to collect and analyse customer feedback with the aim of identifying areas for improvement.
• Ensure customers are actively planning to adopt the latest version of Duck Creek software.

• Interfaces between Customer/SI partner and Internal team:

• Proactively manage any potential risks and work with applicable resources to implement mitigation plans, including leveraging conformance reviews / delivery assurance process.
• Ensure all customer support cases logged (via SNOW) receive appropriate attention and urgency, including tracking of defect resolution in line with customer program timelines.
• Coordinate Customer-specific communication plans, test schedules, releases, and ticket priorities, etc., between Customers and internal and external stakeholders.
• Ensure transparency into Customer Health by providing a view of internal throughput on customer incidents and requests.
• Develop the tools / processes / procedures to grow and mature the business to allow for cost-effective future growth and scale.
• For OnDemand clients, develop and maintain Customer-specific portions of the runbook (e.g., communication plan/contacts).
• Provide feedback to Engineering teams on how to better enhance our products for Duck Creek customers.
• Review monthly metrics reports with Customers including SLA targets and actuals, volumetric performance data, major issues and outages.

WHAT YOU’VE DONE:

• 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.
• Work Experience: Minimum 6+ years functional and technical knowledge of SaaS platforms.
• Proven ability to maintain and foster strong relationships with customers.
• Proven experience driving new and expansion sales, driving software adoption, and leveraging customer success best practices.
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning.
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
• Able to collaborate across the organisation and with external stakeholders.

• PREFERRED:

• Duck Creek Suite and Platform knowledge and experience (preferred).
• P&C Insurance knowledge and experience (preferred).
• ChurnZero knowledge and experience (preferred).
• Knowledge of Microsoft Azure, SQL Server preferred.
• Leadership Experience: Minimum 1 year (preferred).
• Knowledge of Reinsurance is highly preferred.

• Knowledge, Skills, Abilities & Behaviors: