Customer Success Manager

The Customer Success team within Guidewire is a team focused on helping our customers maximize the value of their Guidewire investment. The Customer Success Manager is responsible for ensuring the success of a portfolio of Guidewire customers in Europe. This role will bring the power of the entire Guidewire organization to bear in making sure our customers are delighted with their use of Guidewire solutions. We expect that our customers will see their Success Manager as a trusted advisor and true partner – encouraging their teams to adopt best practices, advocating for their needs back to Guidewire product development, and helping to find new ways to derive value from their Guidewire investment. The end goal is a set of happy 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. Job Title: Customer Success Manager, Customer Success Job Location: United Kingdom

Responsibilities

• Account and relationship management with a focus on driving customer engagement
• Product adoption of one or more Guidewire solutions helping customers to maximize the value of their Guidewire investment
• Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition
• Advocate for your customers within the Guidewire organization in terms of industry practices, standardized product use cases, educational/training curriculum development and any administrative needs that are key to achieving customer success
• Take point of driving to a successful conclusion customer issues or escalations, following the standard Guidewire methodology and involving other departments and individuals as necessary
• Act as a trusted advisor for your customers’ teams to make sure that they have access to, and make use of all available Guidewire Services, including Education, Training, Customer Success Events, Guidewire Communities, whitepapers, datasheets, web seminars, etc.
• Develop a deep and cross-functional understanding of the key business challenges of your customers.

Required Skills/Experience

• 10+ years relevant work experience – prior Customer Success roles, implementation delivery, product development, sales
• Exceptional communications skills in local language for speaking and writing, fluent English for both internal and customer facing communication
• 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
• Strong knowledge of the London Market/UK P&C insurance space, industry trends and challenges, the fundamental economics of an insurance company
• Ability to travel as needed to client locations, industry events and company initiatives
• Demonstrated people and team management skills in a customer service-related position.

Desired Skills:

• 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 InsuranceSuite and Guidewire Digital Engage platforms
• Prior customer relationship or sales experience
• Experience working with cloud-native platforms, the development process for cloud delivery and/or managed solutions

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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 450 insurers, 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 1000+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of add-ons that accelerate integration, localization, and innovation.
For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.
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.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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