Duckcreek Linkedin

Customer Success Manager, Senior Manager

Remote, United States · Senior

Sponsorship not specified$10k-$25kDetected 8 days ago

SQLAzureAccessibilityProject ManagementCustomer SuccessCustomer SupportLeadershipCommunicationCollaborationProblem SolvingOrganizational SkillsProperty & Casualty

About the role

Job Description Helping careers take flight.

Responsibilities

A high performer who is SaaS revenue focused, responsible for managing and developing multiple medium/large Duck Creek OnDemand and OnPrem accounts.
Manage and develops the customer accounts:
Manage 4+ medium/large OnDemand or OnPrem accounts.
Develop and foster a trusted relationship with the Customer and SI partners.
Track renewals through their lifecycle, highlighting potential risks, and building strategic account plans to ensure success.
Gather customer feedback by playing an active role in the NPS customer survey activities by encouraging customer feedback, assessing results, and developing measurable closed loop action plans.
Where issues arise, including pre and post go-live events, conduct lessons learned with various stakeholders to build action plans, coordinate improvements, and turn the account back to green.
Work with wider teams involved with the customer (e.g. services teams and partners) to collect and analyze customer feedback with the aim of identifying areas for improvement.
Interfaces between Customer/SI partner and Internal team:
Proactively manage any potential risks and work with applicable resources to implement mitigation plans, including leveraging conformance reviews / delivery assurance process.

Requirements

Understand what is required to make/keep the Customer a great reference and improve the end user experience by furthering customer adoption.
Bachelor's degree, and/or higher level, or foreign equivalent, in Computer Science, Computer Information Sciences or related degree
Proven experience driving new and expansion sales, driving software adoption, and leveraging customer success best practices
Perform all other duties and activities as required.

Nice to have

Duck Creek Suite and Platform knowledge and experience (preferred).
P&C Insurance knowledge and experience (preferred)
ChurnZero knowledge and experience (preferred).
Knowledge of Microsoft Azure, SQL Server preferred.
Minimum 1 year (preferred).

Skills

Ability to explain complex technical concepts to non-technical audiences.
Exceptional customer service and organizational skills are a must.
Efficient multi-tasking and project management skills.
Helping careers take flight.
Reshaping an industry.
Enable your career to be Made on Duck Creek.
Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies.
Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand.

Compensation

Actual compensation for this role is determined based on a variety of factors, including job-related skills, experience, qualifications, internal equity, and geographic location, where permitted by law.

Benefits

Ensure transparency into Customer Health by providing a view of internal throughput on customer incidents and requests.
Educate customers on new and existing functionalities (including engaging relevant DC teams to assist) and demonstrate how they can benefit the customer's business to deliver value.

Company info

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"!
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.
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.
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.

Visa & Work Authorization

Legally authorized to work in the country of the job location.

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