Guidewire seeks a Customer Success Director to ensure continuity and successful execution throughout the customer journey. As a trusted advisor, you will be accountable for helping our customers maximize the value of their Guidewire investments, driving mutual success and building relationships that lead to renewals and expansion.
What You'll Do
- Ensure Guidewire customers continuously achieve maximum value from their investments.
- Understand customer priorities and facilitate engagements to meet needs and align strategies.
- Develop strong partnerships by providing positive experiences that create customer advocates.
- Consistently engage with customers to understand their product experience and strategic business needs.
- Serve as the voice of the customer to influence Guidewire products and services.
- Provide early insight and adoption recommendations for new products and features.
- Drive product adoption for one or more Guidewire solutions to help customers achieve business outcomes.
- Lead the resolution of customer issues, following standard methodology and involving other departments as needed.
- Create and manage customer success plans and account plans.
- Facilitate executive discussions including business reviews and strategic alignment.
- Develop a deep, cross-functional understanding of your customers' key business challenges.
- Ensure visibility of program and customer health both internally and externally.
- Manage commercial aspects including contracts, risks, and renewals.
- Manage to Customer Success KPIs and drive operational excellence in portfolio management.
- Contribute to Annual Recurring Revenue growth by identifying expansion opportunities.
What We're Looking For
- 5-10 years of relevant work experience in Customer Success, implementation delivery, or sales.
- Guidewire product knowledge gained in a delivery or sales role.
- Demonstrated executive leadership and communication experience, with the ability to define a vision, build a business case, and establish credibility.
- Ability to work on multiple initiatives or accounts simultaneously under pressure.
- Strong knowledge of the P&C insurance space, industry trends, challenges, and fundamental economics.
- Ability to travel as needed to client locations, industry events, and company initiatives.
Nice to Have
- Cross-functional team management skills in a customer service related position.
- Demonstrated account planning and management skills, including estimations, budgets, and forecasting.
- Demonstrated coaching and change management experience.
- Demonstrated knowledge of Guidewire Insurance Suite.
- Prior customer success experience.
- Experience working with cloud-native solutions and the development process for cloud or managed solutions.
Work Mode
This is a global role.
