Senior Customer Success Manager – AMER/EAST
Guidewire Software
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $128,000 - $192,000 per year
Job Level
Senior
Tech Stack
Guidewire
About the role
- Develop strategic account plans that expand the relationship and promote growth
- Drive cross-functional collaboration to accelerate adoption and value of current and future solutions
- Identify and pursue expansion opportunities aligned to customer goals
- Create trusted partnerships that result in engaged, customer advocates
- Lead executive level engagements focused on value creation
- Define and execute a renewal strategy that promotes growth and mitigates risk
- Promote operational excellence in portfolio, account and team management
- Develop depth and breadth of relationship within portfolio of customers, from C-level to IT and business users
- Understand customer priorities and identify common themes to report out and action
- Recognize incremental sales opportunities across Guidewire solutions and partner with sales to ensure the customer objectives and value proposition are at the forefront
- Develop strong partnerships by providing positive customer experiences that drive mutual success and creates customer advocates
- Engage with customers to develop deep understanding of customer’s product experience and strategic business needs
- Know the customer “inside and out” and foster positive relationships with key customer stakeholders at senior and C-Suite level
- Serve as the voice of the customer and customer advocate to facilitate feedback and influence on Guidewire products and services
- Provide early insight and adoption recommendations for new products and product features
- Coach and mentor other CMSs in developing the Customer Success Craft and engagement in both Guidewire and Customer Community.
- Encourage adoption of Guidewire solutions to help customers achieve their business goals and maximize the value of their investments
- Take the lead in driving to a successful conclusion any customer issues or situations, involving other departments and individuals as necessary
- Create and manage customer success plans and account plans to manage external and internal relationships and strategies
- Facilitate executive discussions including business reviews, roadmap reviews, and strategic alignment
- Develop a deep and cross-functional understanding of the key business challenges and opportunities of your customers and portfolio
- Introduce new features and best practices to customers according to their business needs
- Ensure visibility of program and customer health both internally and with customer teams
- Manage commercial aspects of account relationships post initial sale, including defining a renewal strategy that promotes growth and mitigates risks
- Execute and manage contract negotiations and renewals
- Leverage Executive leadership and communication experience, with ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflict and engender honest feedback and appraisal.
Requirements
- 8+ years relevant experience (e.g., customer success, account management, sales, technology consulting or related position)
- Knowledge of the P&C insurance space, industry trends and challenges, and the fundamental economics of an insurance company
- Passion for solving problems, thinking creatively, and delivering results
- Ability to build and manage C-suite relationships at customers
- Capable of quickly building trust and establishing deep relationships
- Ability to effectively connect and communicate with both business & IT stakeholders
- Executive leadership and communication experience, showing the ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflicting views and engender honest feedback and appraisal
- Demonstrated ability to work on multiple initiatives or accounts simultaneously under pressure
- Demonstrated account planning and management skills, including estimations, budgets, forecasting and coordination of multiple work streams
- Ability to travel as needed to client locations, industry events and company initiatives
- Demonstrated ability to embrace AI and apply it to your current role as well as data-driven insights to drive innovation, productivity, and continuous improvement.
Benefits
- health, dental, and vision insurance
- paid time off
- company sponsored retirement plan
- annual company bonus plan
- commissions
- long term incentive awards
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
account managementcustomer successcontract negotiationsrenewal strategybudgetingforecastingdata-driven insightsAI applicationstrategic account planningcross-functional collaboration
Soft skills
executive leadershipcommunicationrelationship buildingproblem solvingcreativitytrust buildingconflict resolutioncustomer advocacymentoringadaptability