Customer Success Director
Guidewire Software
full-time
Posted on:
Location Type: Remote
Location: Australia
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Job Level
Tech Stack
About the role
- Ensure Guidewire customers continuously achieve the maximum value from their Guidewire investments
- Understand customer priorities and facilitate engagements to meet customer needs, align our overall strategies, and create meaningful relationships
- Develop strong partnerships by providing positive customer experiences that drive mutual success and creates customer advocates
- Consistently engage with customers fostering knowledge of the customer’s product experience and strategic business needs
- 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
- Responsible for product adoption of one or more Guidewire solutions helping customers to maximize the value of their Guidewire investment and achieve business outcomes
- Take the lead in driving to a successful conclusion of customer issues or situations as appropriate, following the standard Guidewire methodology and 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 of your customers.
- Ensure visibility of program and customer health both internally and with customer teams
- Manage commercial aspects of account relationships including contracts, risks, and renewals
- Manage to a set of Customer Success key performance indicators and drive operational excellence in customer portfolio management
- Actively contribute to Annual Recurring Revenue growth by identifying opportunities to expand existing customer accounts by aligning solutions to customer needs.
Requirements
- 5 - 10 years relevant work experience – prior Customer Success roles, implementation delivery or sales
- Guidewire product knowledge in a delivery or sales role
- Demonstrated executive leadership and communication experience, showing the ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflicting views (and personalities) and engender honest feedback and appraisal
- Demonstrated ability to work on multiple initiatives or accounts simultaneously and under pressure
- Strong knowledge of the P&C insurance space, industry trends and challenges, the fundamental economics of an insurance company
- Ability to travel as needed to client locations, industry events and company initiatives
Benefits
- Health insurance
- Retirement plans
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Guidewire product knowledgeCustomer Success key performance indicatorsAccount managementImplementation deliverySales experience
Soft skills
Executive leadershipCommunicationRelationship buildingProblem resolutionStrategic alignmentOperational excellenceCustomer advocacy