SummaryThe Engagement Manager (EM) has a division of labor within the full portfolio. For GWCP programs, the Engagement Manager will support the Principal on larger Guidewire engagements, leading and managing the program, ensuring successful execution, alignment with company objectives, and coordination across teams.
This includes overseeing project timelines, deliverables, and stakeholder communication to drive project success. For our self-managed customers, the Engagement Manager will continue to act as their trusted advisor and provide strategic direction and executive delivery oversight for Guidewire customers and owns and develops long-term client relationships on behalf of Guidewire, cultivating business with clients to achieve revenue growth, profitability, and customer satisfaction.
The EM ensures that all project/program interdependencies are efficiently managed and that internal teams and external partners work cohesively toward common goals.
Job DescriptionWhat You'll DoCustomer Success and Program Management- Accountable to the Principal for the success of assigned GWCP project(s). Serve as the primary liaison with their counterpart on the customer side for assigned customers, owning the overall relationship and ensuring that Guidewire's services align with their long-term strategic objectives.
- Develop and execute engagement strategies that drive customer success and satisfaction across all Guidewire implementations.
Sales Support and Opportunity Management- Engages as client lead for one or a maximum of two GWCP clients at any given time, leading primarily Guidewire-owned projects, including strategic engagements and implementation programs.
- Lead all projects to success on time, on value to scope and budget, while meeting quality standards.
- Take full responsibility for the financial performance of customer engagements, including budgeting, forecasting, and profitability analysis.
- Monitor financial metrics and implement strategies to achieve or improve projected engagement profitability.
Account and Resource Management- Establish and lead governance frameworks for customer engagements.
- Proactively identify, assess, and mitigate risks at project and strategic levels.
- Collaborate with practice leadership to develop resource plans aligning customer needs and Guidewire's strategic objectives.
- Work closely with internal teams, such as Product Development, Professional Services, and Support, to ensure cohesive service delivery.
- Advocate for customer needs and contribute to continuous improvement initiatives.
- Build and nurture trusted relationships with C-level executives and key stakeholders within customer organizations.
Internal Advocacy and Collaboration- Facilitate strategic discussions to support business growth, value realization, and innovation opportunities.
- Collaborate with Sales and Business Development teams to drive Value Roadmap engagements during sales cycles and then translate those engagements into compelling services proposals.
- Oversee the estimation process to develop those proposals and Statements of Work (SOWs) or Change Orders.
- Define and manage project management accountability for using regular status reporting: work management, budget management, risks/issues management, etc.
- Develop strong working relationships with our Principal, sales team, customers, and partners to become their trusted advisors.
- Establish and lead governance frameworks for customer engagements (AMER Regions)
- Proactively identify, assess, and mitigate risks at project and strategic levels.
- Proactively identify opportunities to reduce or eliminate administrative activities within the Program/Project Management practice
- Act as an escalation point for customers and project team members.
- Reviews, approves, and in smaller engagements, will draft Work Orders (WOs) and Statements of Work (SOWs) within a certain threshold for self-managed projects in the portfolio.
- Reviews, approves, and in smaller engagements, drafts WOs, SOWs, Proposals, and RFP estimates for self-managed projects in the portfolio within a certain threshold.
- Proactively develops and communicates escalation mitigation plans when customers are off track with schedule, scope, and budget.
Who You Are- Executive Communication and Influence: Exceptional ability to communicate with and influence C-level executives.
- Strategic Thinking and Planning: Strong capability to develop and execute long-term strategic plans that align with customer goals and drive mutual success.
- Business Acumen: Deep understanding of business operations, financial management, and organizational dynamics. Skilled in identifying business development opportunities and driving growth initiatives.
- Leadership and Team Management: Demonstrated ability to lead cross-functional teams and foster a collaborative environment. Experience in mentoring and developing talent within the organization.
- Analytical and Problem-Solving Skills: Strong analytical abilities to assess complex situations and devise effective solutions. Proactive in identifying potential issues and implementing preventative measures.
- Sales Support: Strong sales acumen with an entrepreneurial mindset, capable of identifying and creating new sales opportunities through strategic thinking and proactive engagement.
- Guidewire Knowledge: Understands the Guidewire catalog and capabilities at a high level and maintains certification
- Cloud Knowledge: Understand Guidewire Cloud and maintain AWS certification
- Insurance Industry Knowledge: Understand Insurance Industry for the country/region in which they operate
The US base salary range for this full-time position is $143,000 - $236,000. 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.
