Manager - Customer Success Operations

Duck Creek Technologies•Remote, SC, MA

2d•Hybrid

About The Position

Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek. WHO WE ARE: 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 1,500 employees across the globe and are proud to be a flexible-first company—an approach that remains foundational to how we work. We empower our employees with the flexibility to manage their day-to-day work, while taking a more intentional approach to how teams come together. Through our Flying Together initiative, we are building stronger connection and collaboration by bringing teams together for meaningful in-person moments and concentrating on our presence and hiring in key locations. Our flexible-first environment continues to support productivity, inclusion, and collaboration, while evolving to create even more opportunities for connection and shared experiences across teams. 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”! To learn more about us, visit www.duckcreek.com and follow us on our social channels for the latest information – LinkedIn and Twitter.

Requirements

Bachelor's degree or equivalent or equivalent work experience.
5+ years of relevant customer success, business consulting, SaaS software implementation or sales experience or a combination of education and work experience with demonstrated success in customer success, SaaS operations, or sales with a deep understanding of SaaS, Go-To-Market and execution model (Strategy or Business Consulting, Business Development, Finance or other relevant experience)
Strong influencing skills and ability to build lasting relationships.
Experience managing complex customer problems in a fast-growing, dynamic environment.
Experience influencing change management, problem resolution, and communicating complex ideas coherently to cross-functional groups.
Success in identifying business opportunities for clients and increasing adoption and utilization of company products.
Proven track record of building and cultivating relationships with internal and external stakeholders.
Effective communication, both verbal and written; ability to express ideas clearly, listen actively, and collaborate with colleagues and clients.
Ability to work effectively in teams, build positive relationships, and contribute to achieving common goals.
Problem-solving skills, including analyzing complex situations, identifying problems, and generating creative solutions.
Accountability and willingness to accept responsibility for actions and work.
Adaptability to change, embracing new technologies, and learning quickly.
Conduct with integrity and professionalism, understanding and modeling core values.
Visionary thinking and ability to develop a compelling vision for the future.
Emotional intelligence, understanding and managing emotions, and empathizing with others.
Team-building skills, including attracting and retaining top talent, delegating effectively, and fostering collaboration.
Commitment to the growth and development of team members.
25% Travel
Must be legally authorized to work in the country of the job location

Responsibilities

Oversee and optimize the operations of the Customer Success team to drive customer satisfaction, retention, and growth.
Implement best practices and ensure operational excellence within the Customer Success organization.
Collaborate with various departments to align customer success initiatives with organizational goals and industry best practices.
Manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives.
Make tradeoffs between short-term customer needs and longer-term strategic investment.
Identify, action, and provide advice on improving business input metrics that drive growth and enhance customer experience.
Advocate as the voice of the customer internally, using data and anecdotes to drive prioritization and deliver value across customers.
Analyze data and trends to identify, action, and influence long-term strategies to maximize potential for assigned portfolio of customers.
Provide customized insights and recommendations, educate regarding relevant tools, products, and services, and deliver a positive experience with DCT.
Serve as the primary contact and interface between the CSM/CSE/OBGL teams and internal org (SaaS Operations, Product, Security, Engineering).
Act as the day-to-day customer advocate, quality champion, and communication channel with customers, proactively communicating upcoming releases and issue impact.
Provide customer insight to engineering, product management, SaaS operations, and implementation teams to manage customer risk profiles.
Meet with customer leadership to understand additional requirements, integration roadmap, potential change controls/extensions, with an eye towards future sales opportunities.
Assist from a process perspective with all DCT contracts and renewals up to the point of contract negotiation and pricing, focusing on customer satisfaction.
Engage internal teams effectively and provide key business requirements to satisfy customer needs with high urgency.