Customer Service Coordinator

Guidewire Software•Toronto, ON

8d•CA$80,000 - CA$100,000•Remote

About The Position

The Customer Service Coordinator joins Guidewire’s Product Strategy organization, working at the intersection of AI, cloud, data, and customer experience for P&C insurers. You will collaborate closely with Product, Engineering, Professional Services, and Go-to-Market teams to turn our platform vision into real customer outcomes, helping ensure secure, scalable, and reliable solutions that deliver measurable value worldwide. In this role, you will coordinate complex enterprise SaaS and cloud deployments, acting as the primary liaison between customers and internal teams to drive successful go-lives. You’ll combine project management, data analysis, and customer advocacy to translate business objectives into scalable, AI-enabled solutions. You will be a key contributor to Guidewire’s Product Strategy priorities—accelerating AI, cloud, and data platform adoption, launching new offerings, and ensuring every customer is successful and referenceable as we transform how the world’s P&C insurers do business.

Requirements

Demonstrated ability to embrace AI and apply it to your current role as well as data-driven insights to drive innovation, productivity, and continuous improvement.
4+ years of experience managing enterprise SaaS or cloud deployment projects, ideally involving data or AI-driven products and complex customer environments.
Proven track record leading cross-functional teams and external stakeholders from kickoff through successful go-live, with clear accountability for timelines, deliverables, and outcomes.
Strong customer focus, with the ability to listen deeply, influence constructively, manage expectations, and turn challenges into opportunities to create advocates inside customer organizations.
Clear, concise communication skills—written, verbal, and presentation—with an ability to simplify complex technical and data concepts for diverse audiences, including business and technical stakeholders.
Hands-on experience with agile project and work management tools (such as Jira, Asana, or similar) and comfort working with standard project metrics, dashboards, and status reporting.
Strength in risk analysis, prioritization, and structured problem solving under tight timelines and changing circumstances, including the ability to identify dependencies and escalate appropriately.
High attention to detail and comfort working with large datasets, including data validation, reconciliation, and quality assurance to support accurate reporting and insight generation.

Nice To Haves

Bachelor’s degree in Computer Science, Engineering, Business, or a related field, or equivalent practical experience.
Formal project management training or certification (such as PMP) is an asset but not required.
Experience in P&C insurance, insurtech, or another highly regulated, data-intensive industry.
Familiarity with AI/ML concepts, analytics tools, or data platforms supporting enterprise SaaS products, including how they are deployed and adopted by customers.
Background working in or with Product, Professional Services, or Customer Success teams in a cloud-based software company, especially in roles focused on implementations, onboarding, or value realization.

Responsibilities

Manage the full lifecycle for multiple enterprise SaaS and cloud deployments—from scoping and planning through cut-over and stabilization—ensuring clear timelines, success metrics, and stakeholder alignment.
Serve as the primary point of contact for customers, providing timely updates, surfacing risks, and facilitating decisions that build trust and create champions within customer organizations.
Translate customer business objectives into clear technical and data requirements; partner with Product, Engineering, Professional Services, and Go-to-Market teams to design scalable, AI-enabled solutions aligned to Product Strategy priorities and the Product VPMOM for operational excellence, transformative innovation, and customer-centricity.
Coordinate cross-functional resources, track dependencies, and drive risk mitigation plans that support secure, reliable operations and measurable value realization for customers, while helping drive adoption of capabilities like Claims Summary, Underwriting Assistant, and Codelift.
Process and quality-check large batches of customer and project data in both routine and ad-hoc requests, ensuring accuracy, completeness, and auditability to support data-driven customer insights and decision-making.
Suggest analytics, reporting, and project strategies that improve customer experience, drive adoption of AI and cloud capabilities, and increase deployment efficiency in line with Product Strategy’s focus on embedding GenAI across the portfolio.
Conduct proactive audits to identify issues or improvement opportunities, investigate root causes, and drive solutions in collaboration with technical and business stakeholders, ensuring implementations remain secure, compliant, and performant.
Establish test plans and acceptance criteria, coordinate user acceptance testing, manage cut-over activities, and monitor initial performance to confirm outcomes and readiness for long-term success, ensuring customers are referenceable and realize clear value from Guidewire’s platform.

Benefits

Flexible work environment, including the ability to work remotely within Canada, supported by a collaborative, global culture that values inclusive teams and cross-border partnership.
Health and wellness benefits designed to support you across different life stages and work arrangements, reflecting our commitment to holistic employee well-being.
Paid time off programs, including volunteer time off, so you can recharge, pursue personal interests, and give back to your community.
Market-competitive pay and incentive programs that recognize your impact and contribution to Guidewire’s growth, innovation, and customer success.
Continual development and internal career growth opportunities, including access to cutting-edge projects, AI learning, and global collaboration across teams and regions, so you can shape your own career adventure at Guidewire.
Health, dental, and vision insurance
Company sponsored retirement plan
Annual company bonus plan
Commissions
Long term incentive awards