Senior Manager, Customer Success Upgrade Technical Delivery Lead

Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek.   

WHO WE ARE:  

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies.   

Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most. Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance.  

We have a flock of more than 1,800 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location.  

If working in a fast-paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries sounds exciting, let us know. We are excited you are considering Duck Creek as a future employer and hope you decide to join “The Flock”!  

To learn more about us, visit www.duckcreek.com and follow us on our social channels for the latest information – LinkedIn and Twitter. 

Title: Senior Manager, Customer Success Technical Delivery Lead

WHAT YOU’LL DO:   

The Senior Manager, Customer Success Upgrade Technical Delivery Lead role at Duck Creek Technologies is a dynamic position aimed at enhancing the company's digital presence and improving customer engagement. The Senior Manager will lead the project engineering team responsible for defining and reviewing the technical requirements for the Duck Creek application, including security, integration, performance, quality, and operations requirements. The role will serve as the primary point of contact for engineering and customization issues for both the Customer and the internal project team. The Senior Manager, Technical Delivery Lead is recognized by the project team and customer as the expert on the product and project; and serves as the point of escalation for engineering-related activities, and is the escalation point for the Customer. Additionally, the Senior Manager is responsible for the performance of the team and is expected to develop team members by increasing their knowledge and skills across all products as well as customization best practices. The role may be expected to work across multiple complex projects simultaneously.

• Upgrade Management: Oversee the planning, execution, and delivery of software upgrades, ensuring minimal disruption to business operations while providing regular status updates to stakeholders.
• Technical Leadership: Provide technical guidance and leadership to the development team, ensuring best practices in coding, testing, and deployment.
• Cross-Functional Coordination: Coordinate with cross-functional teams to ensure timely delivery of upgrades.
• Stakeholder Engagement: Act as the primary point of contact for stakeholders regarding upgrade projects. Provide regular updates and manage expectations.
• Impact Analysis: Meticulously analyze and assess the impact of upgrades based on release  notes and code changes for new release features. Understand the nuances of each release    and predict how these changes will affect existing applications.
• Issue Resolution: Debug custom and base code to provide workarounds or solutions to third party implementation teams or customers. This requires a deep understanding of the application and the ability to quickly diagnose and resolve issues.
• Tool Utilization: Leverage Duck Creek upgrade tools to generate differential analysis and produce low-impact upgrade paths for Duck Creek customers.
• Automation and Efficiency: Identify opportunities to automate processes or develop utilities that assist in faster and mor