Summary
Our Customer Success team is focused on creating engaged customer advocates who are maximizing the value of their Guidewire investments. The
Customer Success Manager or (Sr. CSM) will oversee the strategy and execution of their customer portfolio and focus on driving engagement, satisfaction,
retention and growth. We expect our customers will see their Senior CSM as a trusted advisor and true partner – encouraging customers to adopt solutions
that help them achieve their business goals, 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 delighted customers that renew their subscriptions and are eager to expand the footprint of the
Guidewire solutions within their organization.
The job location is in the US and is focused on supporting Guidewire InsuranceSuite customers.
Job Description
Customer Management
Develop strategic account plans that expand the relationship and promote growth
Drive cross-functional collaboration to accelerate adoption and value of current and future solutions
Identify and pursue expansion opportunities aligned to customer goals
Create trusted partnerships that result in engaged, customer advocates
Lead executive level engagements focused on value creation
Define and execute a renewal strategy that promotes growth and mitigates risk
Promote operational excellence in portfolio, account and team management
Develop depth and breadth of relationship within portfolio of customers, from C-level to IT and business users
Understand customer priorities and identify common themes to report out and action
Responsibilities:
Understand customer priorities and facilitate engagements to meet customer needs, align our overall strategies, and create meaningful relationships
Recognize incremental sales opportunities across Guidewire solutions and partner with sales to ensure the customer objectives and value proposition are at the forefront
Develop strong partnerships by providing positive customer experiences that drive mutual success and creates customer advocates
Engage with customers to develop deep understanding of customer27s product experience and strategic business needs
Know the customer 22inside and out22 and foster positive relationships with key customer stakeholders at senior and C-Suite level
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
Coach and mentor other CMSs in developing the Customer Success Craft and engagement in both Guidewire and Customer Community.
Encourage adoption of Guidewire solutions to help customers achieve their business goals and maximize the value of their investments
Take the lead in driving to a successful conclusion any customer issues or situations, involving other departments and individuals as necessary
Create and manage customer success plans and account plans to manage external and internal relationships and strategies
Facilitate executive discussions including business reviews, roadmap reviews, and strategic alignment
Develop a deep and cross-functional understanding of the key business challenges and opportunities of your customers and portfolio
Introduce new features and best practices to customers according to their business needs
Ensure visibility of program and customer health both internally and with customer teams
Manage commercial aspects of account relationships post initial sale, including defining a renewal strategy that promotes growth and mitigates risks
Execute and manage contract negotiations and renewals
Leverage Executive leadership and communication experience, with ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflict and engender honest feedback and appraisal
At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AIempowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes.
Required Skills/Experience:
8+ years relevant experience (e.g., customer success, account management, sales, technology consulting or related position)
Knowledge of the P&C insurance space, industry trends and challenges, and the fundamental economics of an insurance company
Passion for solving problems, thinking creatively, and delivering results
Ability to build and manage C-suite relationships at customers
Capable of quickly building trust and establishing deep relationships
Ability to effectively connect and communicate with both business & IT stakeholders
Executive leadership and communication experience, showing the ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflicting views and engender honest feedback and appraisal
Demonstrated ability to work on multiple initiatives or accounts simultaneously under pressure
Demonstrated account planning and management skills, including estimations, budgets, forecasting and coordination of multiple work streams
Ability to travel as needed to client locations, industry events and company initiatives
Desired Skills:
Knowledge of or experience with Guidewire InsuranceSuite is preferred
Experience working with cloud-native solutions and/or cloud technologies for mission-critical applications
Demonstrated coaching and change management experience 6 not just defining a plan but executing that plan successfully and adapting to obstacles or shifts in business priority
How Success is Measured - in both Regional Portfolio & Assigned Customers
Financial:
% Annual Recurring Revenue (ARR) Growth
Meeting Retention Targets / Mitigating Churn Risk
Opportunity Influence & Increased Product Penetration
Customer Relationships
The US base salary range for this full-time position is $108,000 - $191,000. Your base pay will depend on your experience, skills, education, training, and location among other factors. All full-time positions or part-time roles working 30 hours or more a week at Guidewire are eligible for benefits that support their health and well-being including health, dental, and vision insurance, paid time off, and a company sponsored retirement plan. In addition, some roles may be eligible for the annual company bonus plan, commissions, and/or long term incentive awards which are contingent on a variety of factors including, but not limited to, company and employee performance.
