Customer Success Manager

Summary

Our Customer Success team is focused on creating engaged customer advocates who are maximizing the value of their Guidewire investments. The Customer Success Manager (CSM) will oversee the strategy and execution of their customer portfolio and focus on driving engagement, satisfaction, retention and growth. We expect our customers will see their Senior CSM as a trusted advisor and true partner – encouraging customers to adopt solutions that help them achieve their business goals, advocating for their needs back to other Guidewire teams, and helping to find new ways to derive value from their Guidewire investment. The end goal is a set of delighted customers that renew their subscriptions and are eager to expand the footprint of the Guidewire solutions within their organization.

The job location is in the US (AMER WEST) and is focused on supporting Guidewire InsuranceSuite customers.

Job Description

Customer Management 

• 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

Responsibilities:

• Understand customer priorities and facilitate engagements to meet customer needs, align our overall strategies, and create meaningful relationships

• 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 a