Senior Manager, Customer Success Manager

Senior Customer Success Manager

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 1,800 employees across the globe and a flexible-first environment, 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"!

What You'll Do

The Senior Customer Success Manager is the CEO of your book of business. A high performer who is SaaS revenue focused, responsible for managing and developing multiple medium / large Duck Creek OnDemand and OnPrem accounts. As a SMCS, you will act as the primary contact and trusted advisor for your customers and provide an interface between the Customer / System Integration (SI) partner(s), and internal Duck Creek teams.

Members of the Customer Success family are motivated customer advocates, adept in managing customer needs throughout their journey from contract signing, multiple go-lives, and contract expansion and renewal. You see our customers' challenges as opportunities. You use your knowledge of Duck Creek and the software delivery lifecycle (SDLC) process to get into the detail and find solutions. You turn our customers' pain points into success plans, and work across all arms of the Duck Creek organization to continually drive success.

It is expected that the SMCS will work in collaboration with the Customer Success Engineers (CSEs) and other Customer Success (CS) Organization teams to provide assistance in the management of your customers within a defined segment (e.g., Personal, Commercial, Multi-national, APAC), across a customer's entire Duck Creek lifecycle to maximize value realization and product adoption.

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.
• Meet with Customer leadership teams to understand their business goals and strategic priorities, including the preparation of customer success plans with an eye toward future sales opportunities and product expansion at time of renewal.
• Stay up to date with the latest features and updates of Duck Creek's suite of products and services, conduct review sessions, and identify opportunities for upselling and cross-selling, including active management of NRR and GRR.
• Track renewals through their lifecycle, highlighting potential risks, and building strategic account plans to ensure success.
• Facilitate weekly, monthly, and quarterly customer governance meetings, including preparation of reports, governance decks and working with all parties to schedule customer sessions.
• Mentors junior Customer Success Managers.

Ensures Customer Success and Reference-ability

Interfaces between Customer / SI Partner and Internal Team

Education and Work Experience

Preferred :

Knowledge, Skills, Abilities & Behaviors :

Other Requirements :

Duck Creek Technologies is committed to providing equal opportunity to all employees and applicants to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status.

To learn more about our inclusive company culture, values, DE&I initiatives, and people, please visit : https : / / www.duckcreek.com / life-at-duck-creek / .

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