Title: Senior Manager, Customer Success Technical Delivery Lead

WHAT YOU'LL DO:

The Senior Manager, Customer Success Upgrade Technical Delivery Lead role at Duck Creek Technologies is a dynamic position aimed at enhancing the company's digital presence and improving customer engagement. The Senior Manager will lead the project engineering team responsible for defining and reviewing the technical requirements for the Duck Creek application, including security, integration, performance, quality, and operations requirements. The role will serve as the primary point of contact for engineering and customization issues for both the Customer and the internal project team. The Senior Manager, Technical Delivery Lead is recognized by the project team and customer as the expert on the product and project; and serves as the point of escalation for engineering-related activities, and is the escalation point for the Customer. Additionally, the Senior Manager is responsible for the performance of the team and is expected to develop team members by increasing their knowledge and skills across all products as well as customization best practices. The role may be expected to work across multiple complex projects simultaneously.

• Upgrade Management: Oversee the planning, execution, and delivery of software upgrades, ensuring minimal disruption to business operations while providing regular status updates to stakeholders.
• Technical Leadership: Provide technical guidance and leadership to the development team, ensuring best practices in coding, testing, and deployment.
• Cross-Functional Coordination: Coordinate with cross-functional teams to ensure timely delivery of upgrades.
• Stakeholder Engagement: Act as the primary point of contact for stakeholders regarding upgrade projects. Provide regular updates and manage expectations.
• Impact Analysis: Meticulously analyze and assess the impact of upgrades based on release notes and code changes for new release features. Understand the nuances of each release and predict how these changes will affect existing applications.
• Issue Resolution: Debug custom and base code to provide workarounds or solutions to third party implementation teams or customers. This requires a deep understanding of the application and the ability to quickly diagnose and resolve issues.
• Tool Utilization: Leverage Duck Creek upgrade tools to generate differential analysis and produce low-impact upgrade paths for Duck Creek customers.
• Automation and Efficiency: Identify opportunities to automate processes or develop utilities that assist in faster and more effective upgrades.
• Independent Task Management: Expected to act independently, demonstrating initiative and self-reliance in managing tasks and responsibilities.
• Customer Interaction: Interact with customer counterparts to triage issues and present solutions.
• Knowledge Sharing: Reviews, mentors, and shares knowledge with team members.
• Risk Management: Identifies and communicates any issues and risks that may affect overall upgrade schedules and develop mitigation strategies.
• Process Automation: Identifies opportunities to automate processes or develop utilities to facilitate faster and more effective upgrades.
• Remediation Management: Understands active delivery remediations and collaborates with customers to complete remediation work before the upgrade.
• Deployment Strategy & Execution: Develop and implement robust deployment plans that minimize downtime, ensure seamless upgrade rollouts, and support a smooth transition to production. Provide post-deployment support and troubleshooting to resolve any issues efficiently.
• Process Optimization & Continuous Improvement: Continuously analyze deployment outcomes, identify opportunities for enhanced efficiency and reliability, and implement best practices to improve future upgrade processes

WHAT YOU'VE DONE:

REQUIRED:

• Bachelor's degree in technical discipline or equivalent work experience in network administration, programming, or information systems.
• Minimum of 6 years' professional experience in software development
• Experience in customer-facing roles
• Experience managing teams and the performance of direct report

Knowledge, Skills, & Abilities:

• Deep understanding of the Duck Creek product suite and its technical components, and ability to share knowledge.
• Demonstrated experience leading a team and managing employee performance
• Deep professional experience with C#, SQL, Visual Studio, Microsoft Foundation technologies, Windows Server 2003/2008 administration and configuration, JavaScript, XSLT, XML, HTML, CSS, AJAX
• Deep professional experience with .Net Solutions and SQL and relational database design
• Experience with XML and XSL
• Experience leveraging Generative AI and AI-powered development tools (e.g., GitHub Copilot, Microsoft Copilot, automated code analysis and testing solutions) to improve engineering productivity, troubleshooting, and delivery efficiency.
• Ability to evaluate, implement, and govern AI-driven automation solutions for software upgrades, impact analysis, code remediation, and operational processes while ensuring security, quality, and compliance standards are maintained.
• Experience/knowledge of P&C Insurance software applications
• Experience/knowledge of software development life cycle for P&C insurance software
• Experience with systems integration (Policy, Billing, claims, Reinsurance, third-party systems)
• Experience with implementation of Duck Creek Example Platform solutions for Policy Administration, Billing and/or ASW Claims preferred
• Effective communication, both verbal and written; includes ability to express ideas clearly, listen actively, and collaborate with colleagues and clients.
• Work effectively in teams, build positive relationships, and contribute to achieving common goals; includes the ability to recognize and incorporate a broad range of diverse perspectives.
• Can analyze complex situations, identify problems, ask important questions, and generate creative solutions; involves critical thinking, adaptability, and the ability to make informed decisions.
• Willingness to accept responsibility for your actions and work; ability to set and achieve meaningful outcomes for oneself.
• Can adapt to change, embrace new technologies, and learn quickly; embracing a growth mindset, being flexible and open to different approaches is highly valued

Other Requirements:

• Travel: 0-25%
• Work Authorization: Legally authorized to work in the country of the job location.

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Actual compensation for this role is determined based on a variety of factors, including job-related skills, experience, qualifications, internal equity, and geographic location, where permitted by law.

For reference, the expected salary range for this position is generally positioned as follows based on candidate location:

• 125,700 - 179,600: Candidates living in the Boston, New York City-Newark, Los Angeles, San Francisco/Bay Area, Seattle, or Washington, DC metropolitan areas
• 119,800 - 171,100: Candidates living in Chicago, Dallas-Fort Worth, Houston, Minneapolis, or Philadelphia metropolitan areas, or in Colorado, Connecticut, Maryland, Rhode Island, or Vermont
• 113,900 - 162,700: Candidates living in Georgia, Michigan, North Carolina, New Hampshire, Oregon, or Wisconsin
• 100,800 - 157,600: For all other U.S. locations

This position is also eligible for annual bonus compensation, subject to plan terms and individual eligibility.

Final compensation will be determined based on the factors outlined above and in accordance with applicable law.

Duck Creek Technologies offers a comprehensive benefits package, which includes:

• Flexible work environment
• Medical, dental, vision, life, and disability insurance
• 401(k) retirement plan with match (6% employer match up to $12,000 annually)
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Paid holidays, vacation, and volunteer time
• Employee Assistance Program (EAP)

Benefits eligibility and offerings may vary based on role and location.

The application window for this position will remain open until the role is filled or a sufficient number of qualified candidates have been identified.