Customer Success Manager, Senior Manager

Title: Senior Customer Success Manager

WHAT YOU’LL DO:

The Senior Customer Success Manager is the CEO of your book of business. A high performer who is SaaS revenue focused, responsible for managing and developing multiple medium/large Duck Creek OnDemand and OnPrem accounts. As a SMCS, you will act as the primary contact and trusted advisor for your customers and provide an interface between the Customer/System Integration (SI) partner(s), and internal Duck Creek teams.

Members of the Customer Success family are motivated customer advocates, adept in managing customer needs throughout their journey – from contract signing, multiple go-lives, and contract expansion and renewal. You see our customers’ challenges as opportunities. You use your knowledge of Duck Creek and the software delivery lifecycle (SDLC) process to get into the detail and find solutions. You turn our customers’ pain points into success plans, and work across all arms of the Duck Creek organization to continually drive success.

It is expected that the SMCS will work in collaboration with the Customer Success Engineers (CSEs) and other Customer Success (CS) Organization teams to provide assistance in the management of your customers within a defined segment (e.g., Personal, Commercial, Multi-national, APAC), across a customer’s entire Duck Creek lifecycle to maximize value realization and product adoption.

Manage and develops the customer accounts:

• Manage 4+ medium/large OnDemand or OnPrem accounts.
• Develop and foster a trusted relationship with the Customer and SI partners.
• Meet with Customer leadership teams to understand their business goals and strategic priorities, including the preparation of customer success plans with an eye toward future sales opportunities and product expansion at time of renewal.
• Stay up to date with the latest features and updates of Duck Creek’s suite of products and services, conduct review sessions, and identify opportunities for upselling and cross-selling, including active management of NRR and GRR.
• Track renewals through their lifecycle, highlighting potential risks, and building strategic account plans to ensure success.
• Facilitate weekly, monthly, and quarterly customer governance meetings, including preparation of reports, governance decks and working with all parties to schedule customer sessions.
• Mentors junior Customer Success Managers
   

Ensures Customer Success and Reference-ability:

• Gather customer feedback by playing an active role in the NPS customer survey activities by encouraging customer feedback, assessing results, and developing measurable closed loop action plans.
• Understand what is required to make/keep the Customer a great reference and improve the end user experience by furthering customer adoption.
• Educate customers on new and existing functionalities (including engaging relevant DC teams to assist) and demonstrate how they can benefit the customer’s business to deliver value.
• Where issues arise, including pre and post go-live events, conduct lessons learned with various stakeholders to build action plans, coordinate improvements, and turn the account back to green.
• Act as primary contact point for Customer issues/questions and maintain regular contact with customers to ensure on time go-lives.
• Work with wider teams involved with the customer (e.g. services teams and partners) to collect and analyze customer feedback with the aim of identifying areas for improvement.
• Ensure customers are actively planning to adopt the latest version of Duck Creek software.

Interfaces between Customer/SI partner and Internal team:

• Proactively manage any potential risks and work with applicable resources to implement mitigation plans, including leveraging conformance reviews / delivery assurance process.
• Ensure all customer support cases logged (via SNOW) receive appropriate attention and urgency, including tracking of defect resolution in line with customer program timelines.
• Coordinate Customer-specific communication plans, test schedules, releases, and ticket priorities, etc., between Customers and internal and external stakeholders.
• Ensure transparency into Customer Health by providing a view of internal throughput on customer incidents and requests.
• Develop the tools / processes / procedures to grow and mature the business to allow for cost-effective future growth and scale.

• For OnDemand clients, develop and maintain Customer-specific portions of the runbook (e.g., communication plan/contacts).
• Provide feedback to Engineering teams on how to better enhance our products for Duck Creek customers.
• Review monthly metrics reports with Customers including SLA targets and actuals, volumetric performance data, major issues and outages.

WHAT YOU’VE DONE:

 Education and Work Experience:

• Bachelor’s degree, and/or higher level, or foreign equivalent, in Computer Science, Computer Information Sciences or related degree; related work experience can be substituted for educational requirement.
• Work Experience:  Minimum 6+ years functional and technical knowledge of SaaS platforms.
• Proven ability to maintain and foster strong relationship with customers
• Proven experience driving new and expansion sales, driving software adoption, and leveraging customer success best practices
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Able to collaborate across the organization and with external stakeholders

PREFERRED:

• Duck Creek Suite and Platform knowledge and experience (preferred).
• P&C Insurance knowledge and experience (preferred)
• ChurnZero knowledge and experience (preferred).
• Knowledge of Microsoft Azure, SQL Server preferred.
• Leadership Experience: Minimum 1 year (preferred).
• Knowledge of Reinsurance is highly preferred

Knowledge, Skills, Abilities & Behaviors:

• Ability to explain complex technical concepts to non-technical audiences.
• Ability to clearly articulate and present technical solutions to prospects/Customers during sales processes.
• Exceptional customer service and organizational skills are a must.
• Must be able to work well independently and in a team environment.
• Efficient multi-tasking and project management skills.
• Excellent communication skills, both written and oral, ability to communicate with sales, executives, and Customers.
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction

Other Requirements:

• Travel: 10-25%
• Work Authorization: Legally authorized to work in the country of the job location.

WHAT WE STAND FOR:  

Our global company celebrates & leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background. This collaborative and team-oriented approach is at the core of how we operate and continuously improve our products, services, and systems.  As such, Duck Creek is committed to providing equal opportunity to all employees and applicants – to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status.  

We strive to be an example to the world of inclusion, diversity, and equity in all things – where employees are free to be their authentic selves in the workplace and in the communities in which we live. We believe in leading by example and are proud of the diversity of our team and our shared commitment to our Core Values: We Prioritize Respect; We Listen; We Care; We Add Value; and We Lead.

To learn more about our inclusive company culture, values, DE&I initiatives, and people, please visit: https://www.duckcreek.com/life-at-duck-creek/. 

Please let us know if you encounter accessibility barriers with our web content by sending an email to accessibility@duckcreek.com. 

Duck Creek Technologies does not accept, nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes.  

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