SummaryAs a Program Owner specializing in Go-to-Market Capabilities for the global Customer Success organization, you turn business needs into meaningful learning that helps our teams win. You design, deliver, and continuously improve programs that are simple to use and tied to real business outcomes. You will be accountable for owning a portfolio of work including new hire / role assignment learning, methodology training, and competency development. In addition, you will be accountable for the ownership of the Sales / Adoption methodology (Challenger), applicable to all field-facing organizations.
Job DescriptionRequired Skills / Experience- Experience: 5-8 years in enablement, learning & development, onboarding, or related fields within enterprise software; 3-5 years facilitating live or virtual training sessions. P&C insurance or enterprise SaaS experience preferred.
- Instructional design and facilitation: exhibit advanced skills in curriculum design, learning activities, and dynamic presentation/facilitation
- Business acumen and P&C industry knowledge: contextualize by domain to ensure strategic relevance and practical adoption.
- Complex project management: plan and execute multi-workstream programs; maintain accurate weekly status in the project tracking system.
- Communication and Adaptability: exhibit excellent verbal, written, and presentation skills. Has the ability to multitask and quickly adapt to a changing environment.
- Strategic stakeholder collaboration: influence alignment with EBPs and cross-functional leaders; translate needs into effective enablement solutions.
- Integrity, Rationality, & Collegiality: operate within the Guidewire values; integrity by building truthful relationships, with rationality by making evidence-based decisions, and with collegiality by working as a professional equal among your peers.
- Tools proficiency: Google Workspace; LMS and survey/analytics; authoring platforms; virtual delivery tools; AI tools, project tracking (e.g., Monday.com).
Key Responsibilities- Accountable for the functional onboarding program for the Customer Success organization, including design and delivery of an effective self-study curricula program for each templated role. Roles include Customer Success Managers, Client Partners, Operational Roles, and Alliances functions. Success is measured by achievement of role readiness at the 6-month mark of employment or new hire assignment.
- Maintain the Customer Success program currency, ensuring programs are regularly enhanced, communicated and measured against business expectations. Ensure new programs are loaded into appropriate LMS and new changes are communicated effectively to business leadership and owners.
- Responsible for ensuring your new hires are appropriately registered for Field Onboarding or technical certification courses as assigned. Assess ongoing feedback to ensure programs are continually enhanced.
- Responsible for delivery of the Sales / Adoption methodology (Challenger or otherwise defined) for the entire Field organization. Ensure methodology is incorporated into new hire approaches for Sales, Customer Success, Alliances, and Services. Organize ongoing learning experiences and recertifications across the field organization to assess skills as required.
- Responsible for program development of ad-hoc role / functional training to further elevate the skill development of the Customer Success organization. Partner with the Sales / Adoption Business Partner to ensure delivery aligns with other in-person learning events.
- Ensures all projects are appropriately managed using readiness methodology, including completion of needs assessments, training / readiness plans, and curation / development of content. Build the right content/format for the program (live, virtual, self-serve, tool guides). Partner with the business for sign-off on plan, content and outcome measurement.
- Partners with Readiness Business Partners to plan and deliver ongoing training associated with new hire programs or in-person field events such as Regional Kick-Offs, Sales Reviews, etc.
- Tracks program success based on business performance, usefulness, and completion rates.
- Supports the future readiness strategy, delivering enablement projects to internal personas. Supports the overall readiness transformation program, aimed at migrating away from a push strategy to a pull strategy, utilizing AI capabilities to provide content in context.
Key Performance Indicators (KPIs)- Stakeholder Satisfaction: Internal and external satisfaction with the strategic partnership and execution of enablement activities.
- Business Performance: Correlation of readiness program to a specific, measurable performance improvement including new hire readiness and increased skill attainment.
- Program Usefulness Score: Average post-learning usefulness score reflecting the quality, accuracy, and relevance of enablement program content.
- Program Completion Rate: The percentage of the target audience who complete the enablement program within the designated timeframe.
- New Hire Readiness: The percentage of Field managers who believe employees are functionally prepared after first 6 months of new role orientation.
- Program Management: Adherence to program methodology, appropriately tracking tasks and measure outcomes via tools such as Monday.com.
The US base salary range for this full-time position is $140,000 - $234,000. 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.
