Senior Manager, Customer Success Management

Duck Creek Technologies

79d

About The Position

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.

Requirements

• Bachelor’s degree, and/or higher level, or foreign equivalent, in Computer Science, Computer Information Sciences or related degree.
• Minimum 6+ years functional and technical knowledge of SaaS platforms.
• Experience in a customer-facing, service-oriented role.
• Ability to explain complex technical concepts to non-technical audiences.
• Exceptional customer service and organizational skills.
• Efficient multi-tasking and project management skills.
• Excellent communication skills, both written and oral.

Nice To Haves

• Duck Creek Suite and Platform knowledge and experience.
• ChurnZero knowledge and experience.
• Knowledge of Microsoft Azure, SQL Server.

Responsibilities

• 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.
• Prepare 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.
• Track renewals through their lifecycle, highlighting potential risks.
• Facilitate weekly, monthly, and quarterly customer governance meetings.
• Mentor junior Customer Success Managers.
• Gather customer feedback and develop measurable closed loop action plans.
• Educate customers on new and existing functionalities.
• Conduct lessons learned with various stakeholders to build action plans.
• Act as primary contact point for Customer issues/questions.
• Work with wider teams involved with the customer to collect and analyze customer feedback.
• Ensure customers are actively planning to adopt the latest version of Duck Creek software.
• Proactively manage any potential risks and implement mitigation plans.
• Ensure all customer support cases logged receive appropriate attention and urgency.
• Coordinate Customer-specific communication plans, test schedules, releases, and ticket priorities.
• Develop the tools/processes/procedures to grow and mature the business.

Benefits

• Flexible-First employer environment.
• Opportunities for professional development.
• Inclusive company culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees