Technical Account Manager

Summary

We are looking for a Technical Account Manager (TAM) to join our Guidewire Customer Success and Alliances (CSA) organization. The Technical Account Manager will be based in the EMEA region and will report to one of our Managers in the Technical Account Management group.

Job Description

The Role: 

      

We’re looking for an experienced Technical Account Manager that can build and maintain a strong relationship with our Guidewire Cloud customers, and who can provide firm guidance and leadership to the various parties involved in the customer’s journey. 

Technical Account Managers engage with our Cloud customers at the start of the customer journey, and focus on technical enablement for key platform features and overall management of the customer’s operational experience with Guidewire Cloud.  As the implementation phase winds down, our Technical Account Managers focus on the “path to production” and the post-production phase of a Guidewire Cloud customer journey.  In this capacity they serve as a primary liaison between the customer team and the Guidewire Product Development & Operations (PDO) team once the customer is successfully deployed into Production.  In this role you will be an advocate for our customers, while simultaneously advocating the benefits of the service & operating model that defines the Guidewire Cloud offering. 

On a day-to-day basis, you may be involved in areas such as technical feature education and enablement, service management, SLA/SLO management, system restoration and escalation activity, cloud infrastructure, product update planning and execution, and “DevOps” tasks such as build and release management.  No matter what task you face on a given day, you will collaborate closely with an impressive team of peers whose primary goal is our customer’s success. 

We particularly value demonstrated leadership capability and presence, experience working in a Subscription service model, project management experience, excellent organization skills, negotiation skills, and of course the ability to work well as part of an overall organization.

Responsibilities:

• We live by our core principles of integrity, rationality, and collegiality.  Your first responsibility is always to adhere to these principles in everything that you do.

• This is a customer facing role and a priority is placed on exceptional customer service skills including but not limited to professional communication capability, timely response procedures, and understanding the sense of urgency that is characteristic of any production system setting.

• Understand all aspects of the Guidewire Cloud operating model and work directly with our customers to ensure they understand and are prepared to successfully operate in this service-based subscription model.

• Utilize knowledge of Guidewire core products and our Cloud Platform to communicate with and enable customers on important technical features.

• Serve as a liaison between our Customers and our Delivery Services organization to handle referrals for billable services to advance a customer’s technical implementation efforts.

• Help coordinate real-world “table-top” exercises where you will partner with your customer and with internal Guidewire teams to identify key operational scenarios and walk through how all related parties will operate in a Production business setting.

• Ability to complete Guidewire product certification on one or more Guidewire products at the “Business Analyst” level.  

• Work closely with all parties involved in implementation or cloud migration programs (including Guidewire Delivery Services, System Integration Partners, and customer resources) to effectively identify, coordinate, and manage tasks pertaining to the preparation and launch into Guidewire Cloud.

• Advocate for the importance of our Cloud Assurance program and ensure customers understand our recommendations and are executing on those recommendations to optimize their Guidewire solutions.

• Work with our Cloud Program Management function to ensure our Guidewire Cloud programs are adhering to our defined methodologies and best practices.

• Once live in Production, take a leadership role alongside the customer and any implementation parties in stabilizing the Guidewire ecosystem and ensuring the customer is prepared to operate within the Guidewire Cloud model

• Challenge and identify ways to continuously improve our internal service management capabiliti