Customer Impact Communications Specialist

Guidewire Software

21h

About The Position

The Guidewire Enterprise Readiness Team is a critical strategic organization developed to align information, learning and communication experiences to support readiness and adoption goals across all Guidewire personas - Customer, Partner, and our internal Guidewire team. The goal is to build an enterprise training and enablement strategy that becomes a competitive differentiator, ensuring employees, customers, and partners maximize their impact with Guidewire Cloud. Reporting into the Customer Impact Communication Manager, the Communications Specialist supports the delivery of critical communication to Customers, ensuring they are informed and enabled around key changes that will impact their working relationship with Guidewire. This role drives the intake and impact assessment for communication of key changes, reviews content provided by various groups (e.g., PDO, Security), manages final messaging creation and approval, creates and distributes communication vehicles, and ensures internal audiences are prepared to assist customers with questions. Success will be measured on customer and stakeholder satisfaction, internal readiness, and efficiency, with email marketing best practice metrics also being a key performance indicator.

Requirements

3-5 years in communications or technical writing, product enablement / marketing, or related fields within enterprise software
Exhibit excellent verbal, written, and presentation skills.
Ability to multitask and quickly adapt to a changing environment.
Able to balance multiple intake requests, ensure urgency is understood and managed, and appropriately “connect the dots” for customer communication on similar activities.
Influence alignment among cross‑functional leaders; translate needs into effective communications deliverables for internal and customer audiences with differing levels of technical expertise.
Business acumen and P&C industry knowledge: contextualize by domain to ensure strategic relevance and practical adoption.
Operate within the Guidewire values; integrity by building truthful relationships, rationality by making evidence-based decisions, and collegiality by working as a professional equal among your peers.
Tools proficiency: Google Workspace; LMS and survey/analytics; authoring platforms; virtual delivery tools; AI tools, project tracking (e.g., Monday.com).
Stays current with technical knowledge and the full-service catalog for delivery services and Guidewire capabilities.

Nice To Haves

P&C insurance or enterprise SaaS experience preferred.

Responsibilities

In conjunction with the CIC Manager, continuously build and refine the customer impact communications strategy, including tools, processes, reports, and metrics.
Supports the communication intake process, with initial triage, review, and assignments.
Conduct the Impact Assessment for assigned communications, ensuring documentation and understanding of the change, the impact to internal and customer teams, key message points, and urgency of distribution.
Develops and delivers communication regarding highly confidential security communications, in partnership with InfoSec, Legal, and Corporate Marketing teams.
Finalizes content for customer messaging (i.e., the last mile) in the form of presentations, technical bulletins, FAQ documentation, etc.
Ensures appropriate review cycles and sign-off prior to customer distribution.
Manages the customer acknowledgement tracking of key “critical communications” requiring customer action.
Supports internal enablement activities alongside Guidewire teams, including Field Enablement, Customer Success, Professional Services, Product, Security, Legal, etc.
Partners with the Readiness organization to ensure appropriate communication and enablement is incorporated into Partner communications.
Supports building and managing the Customer calendar and internal Communications intranet sites, allowing Guidewire team members to stay updated on distributed / pending communications, status, and upcoming events.
Supports leadership dialogues around issues with intent, decision framework, or customer impact clarity.
Gathers communication feedback and manages the reporting processes, including dashboard reporting, NPS / Customer feedback reporting, and time to complete.