Senior Manager, CS Upgrade Technical Delivery Lead

Duck Creek Technologies•Remote, United States, SC

4d•$100,800 - $179,600•Remote

About The Position

The Senior Manager, Customer Success Upgrade Technical Delivery Lead role at Duck Creek Technologies is a dynamic position aimed at enhancing the company's digital presence and improving customer engagement. The Senior Manager will lead the project engineering team responsible for defining and reviewing the technical requirements for the Duck Creek application, including security, integration, performance, quality, and operations requirements. The role will serve as the primary point of contact for engineering and customization issues for both the Customer and the internal project team. The Senior Manager, Technical Delivery Lead is recognized by the project team and customer as the expert on the product and project; and serves as the point of escalation for engineering-related activities, and is the escalation point for the Customer. Additionally, the Senior Manager is responsible for the performance of the team and is expected to develop team members by increasing their knowledge and skills across all products as well as customization best practices. The role may be expected to work across multiple complex projects simultaneously.

Requirements

Bachelor’s degree in technical discipline or equivalent work experience in network administration, programming, or information systems.
Minimum of 6 years’ professional experience in software development
Experience in customer-facing roles
Experience managing teams and the performance of direct report
Deep understanding of the Duck Creek product suite and its technical components, and ability to share knowledge.
Demonstrated experience leading a team and managing employee performance
Deep professional experience with C#, SQL, Visual Studio, Microsoft Foundation technologies, Windows Server 2003/2008 administration and configuration, JavaScript, XSLT, XML, HTML, CSS, AJAX
Deep professional experience with .Net Solutions and SQL and relational database design
Experience with XML and XSL
Experience leveraging Generative AI and AI-powered development tools (e.g., GitHub Copilot, Microsoft Copilot, automated code analysis and testing solutions) to improve engineering productivity, troubleshooting, and delivery efficiency.
Ability to evaluate, implement, and govern AI-driven automation solutions for software upgrades, impact analysis, code remediation, and operational processes while ensuring security, quality, and compliance standards are maintained.
Experience/knowledge of P&C Insurance software applications
Experience/knowledge of software development life cycle for P&C insurance software
Experience with systems integration (Policy, Billing, claims, Reinsurance, third-party systems)
Effective communication, both verbal and written; includes ability to express ideas clearly, listen actively, and collaborate with colleagues and clients.
Work effectively in teams, build positive relationships, and contribute to achieving common goals; includes the ability to recognize and incorporate a broad range of diverse perspectives.
Can analyze complex situations, identify problems, ask important questions, and generate creative solutions; involves critical thinking, adaptability, and the ability to make informed decisions.
Willingness to accept responsibility for your actions and work; ability to set and achieve meaningful outcomes for oneself.
Can adapt to change, embrace new technologies, and learn quickly; embracing a growth mindset, being flexible and open to different approaches is highly valued
Travel: 0-25%
Work Authorization: Legally authorized to work in the country of the job location.

Nice To Haves

Experience with implementation of Duck Creek Example Platform solutions for Policy Administration, Billing and/or ASW Claims preferred

Responsibilities

Oversee the planning, execution, and delivery of software upgrades, ensuring minimal disruption to business operations while providing regular status updates to stakeholders.
Provide technical guidance and leadership to the development team, ensuring best practices in coding, testing, and deployment.
Coordinate with cross-functional teams to ensure timely delivery of upgrades.
Act as the primary point of contact for stakeholders regarding upgrade projects. Provide regular updates and manage expectations.
Meticulously analyze and assess the impact of upgrades based on release notes and code changes for new release features. Understand the nuances of each release and predict how these changes will affect existing applications.
Debug custom and base code to provide workarounds or solutions to third party implementation teams or customers. This requires a deep understanding of the application and the ability to quickly diagnose and resolve issues.
Leverage Duck Creek upgrade tools to generate differential analysis and produce low-impact upgrade paths for Duck Creek customers.
Identify opportunities to automate processes or develop utilities that assist in faster and more effective upgrades.
Expected to act independently, demonstrating initiative and self-reliance in managing tasks and responsibilities.
Interact with customer counterparts to triage issues and present solutions.
Reviews, mentors, and shares knowledge with team members.
Identifies and communicates any issues and risks that may affect overall upgrade schedules and develop mitigation strategies.
Identifies opportunities to automate processes or develop utilities to facilitate faster and more effective upgrades.
Understands active delivery remediations and collaborates with customers to complete remediation work before the upgrade.
Develop and implement robust deployment plans that minimize downtime, ensure seamless upgrade rollouts, and support a smooth transition to production. Provide post-deployment support and troubleshooting to resolve any issues efficiently.
Continuously analyze deployment outcomes, identify opportunities for enhanced efficiency and reliability, and implement best practices to improve future upgrade processes