At a Glance
- Tasks: Help customers maximise their Guidewire investment and ensure their success.
- Company: Join a leading tech company focused on innovation and customer satisfaction.
- Benefits: Flexible working options, competitive salary, and a culture of continuous learning.
- Other info: Dynamic work environment with opportunities for growth and collaboration.
- Why this job: Be a trusted advisor and make a real impact on customer success.
- Qualifications: 10 years in customer success or related fields with strong communication skills.
The predicted salary is between 51750 - 63250 £ per year.
Summary
The Customer Success team within Guidewire is a team focused on helping our customers maximize the value of their Guidewire investment.
Summary
The Customer Success team within Guidewire is a team focused on helping our customers maximize the value of their Guidewire investment.
Job Description
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 satisfied 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.
Responsibilities
- 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 the point of driving to a successful conclusion customer issues or situations, following the standard Guidewire methodology and involving other departments and individuals as necessary.
- At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI—empowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes.
- 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
• Account management
- Ability to create & improve strategic relationships with Insurance carriers decision makers (C level, Business), and become strategic partner & trusted advisor.
- Account governance
- Account Health, NPS/CSAT management
- Account planning with ARR growth KPI
- Product penetration: Identify and mature opportunities (cross sell / upsell) until the opportunities are qualified
- At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI—empowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes.
- Required Skills/Experience
- 10 years relevant work experience – prior Customer Success roles, implementation delivery or sales
- 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
- Ability to travel as needed to client locations, industry events and company initiatives
- Demonstrated ability to embrace AI and apply it to your current role as well as data-driven insights to drive innovation, productivity, and continuous improvement.
- Guidewire office will be London, UK or remote in UK, to be agreed.
- Targeted accounts from the UK region.
- Demonstrated ability to embrace AI and apply it to your role as well as use data-driven insights to drive innovation, productivity, and continuous improvement.
- Desired Skills
- Guidewire product knowledge in a delivery or sales role
- Strong knowledge of the P&C insurance space, industry trends and challenges, the fundamental economics of an insurance company
- 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 Insurance Suite and Policy Center expertise is preferred
- Experience working with cloud-native solutions, the development process for cloud delivery and/or managed solutions
- About Guidewire
Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently.
We combine digital, core, analytics, and AI to deliver our platform as a cloud service.
More than 540+ insurers in 40 countries, from new ventures to 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 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry.
Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.
For more information, please visit www. guidewire. com and follow us on Twitter: @Guidewire_Pand C.
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.
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Customer Success Manager employer: Guidewire Software
As a Principal Value Consultant, you will thrive in a dynamic and innovative work culture that prioritises employee growth and development. Our company offers competitive benefits, including flexible working arrangements and opportunities for professional advancement, all set in a vibrant location that fosters collaboration and creativity. Join us to be part of a forward-thinking team where your contributions directly impact our global success and drive meaningful change.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Guidewire Software. 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 Guidewire Software 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 Manager
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 Guidewire Software:Your cover letter is your chance to shine! Tell us why you want to work at Guidewire Software 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 Guidewire Software!
How to prepare for a job interview at Guidewire Software
✨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.
