The Director, Customer Success Architect leads a regional team within the Customer Success Engineering group at Duck Creek Technologies.
This role ensures strategic alignment and operational excellence in customer engagement architectures, focusing on scalability, technical expertise, and customer satisfaction.
Provide leadership for Customer Success Engineering initiatives, including technical solutioning, upgrades, and OnPrem-to-OnDemand migrations.
Act as a trusted technical advisor, facilitating high-level customer engagements and managing escalations effectively.
Support the implementation of Customer Success Engineering strategies aligned with organizational goals.
Partner with cross-functional teams to ensure adherence to technical standards and successful delivery of solutions.
Drive efficiency and scalability through process improvement, automation, and best practice adoption.
Monitor and report on KPIs, ensuring transparency and accountability across teams.
Foster a culture of ownership and accountability to achieve customer and organizational objectives.
Manage and mentor regional teams, focusing on talent development and performance management.
Support technical roadmaps and provide guidance for solution architecture tailored to customer requirements.
Oversee regional personnel planning, hiring, and resource allocation to meet demand.
Collaborate with peers in Sales, Services, Product, Engineering, and other departments to enhance customer satisfaction.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field, or equivalent work experience.
Minimum of 5 years of experience in customer success, solution architecture, or technical consulting within enterprise software organizations.
At least 5 years of technical team leadership experience in a regional or global capacity.
Proven expertise in managing customer escalations and delivering technical solutions.
Preferred: Master’s degree in a relevant field or equivalent professional certification.
Experience with SaaS platforms, cloud infrastructure, and enterprise-level software solutions.
Industry experience in insurance or financial technology.

Benefits

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)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

solution architecturetechnical consultingcustomer engagement architecturesOnPrem-to-OnDemand migrationsprocess improvementautomationKPI monitoringtechnical solutioningcustomer escalationsenterprise software

Soft skills

leadershipcustomer satisfactionmentoringtalent developmentperformance managementcross-functional collaborationstrategic alignmentoperational excellenceownershipaccountability

Certifications

Bachelor’s degreeMaster’s degreeprofessional certification