Technical Account Manager

Guidewire Software

18d•$116,000 - $174,000•Hybrid

About The Position

We are looking for a Technical Account Manager (TAM) to join our Guidewire Customer Success & Alliances (CSA) organization. The Technical Account Manager will be a remote role in the US and will report to one of our Directors in the Technical Account Management group. We are Guidewire Software, and we're perhaps the best company to work for that you've never heard of. We are proud to be voted a “Top 3” employer on Glassdoor by our own employees and positioned as a market leader by industry experts like Gartner. We serve the second-largest financial services industry in the world (after banking), worth $2 trillion USD. We build the core applications that companies use to sell insurance policies, settle claims, and bill their customers. We also have a portfolio of products serving the innovative needs of our customers in areas such as data management, digital online portals, and predictive analytics. We serve customers all over the world, helping them handle billions of dollars of business. This is a lucrative and underserved market, and we have grown rapidly through a combination of quality products, excellent service, innovative technology, and a passionate belief in our core values of rationality, collegiality & integrity. We’re looking for an experienced resource that can build and maintain strong relationships with our cloud customers, engaging during the customer’s cloud implementation and continuing forward during the path to Production and eventual deployment which commences ongoing production operations. At Guidewire, our TAMs engage throughout the entire customer lifecycle. At the start of a program, we focus on onboarding and technical enablement for key platform features, and partner with customers in the management of the customer’s operational experience with GWCP. As the implementation phase winds down, our TAMs focus on the “path to production” and enabling customers for success in the post-production phase of a customer’s journey. In this capacity they serve as a primary liaison between the customer team and the internal Guidewire organizations to ensure all parties understand and meet their obligations necessary to be successful running the Guidewire Cloud service. In this role you will be an advocate for our customers, while simultaneously advocating the benefits of the service and operating model that defines our cloud service offerings. On a day-to-day basis, you may be involved in areas such as technical feature education and enablement, service management, SLA/SLO management, escalation and incident engagement, cloud infrastructure guidance and optimization, product update planning and execution, and “DevOps” tasks such as build and release management. No matter what task you face on a given day, you will collaborate closely with an impressive team of peers whose primary goal is our customer’s success. We particularly value demonstrated leadership capability and presence, experience working in a Subscription software-as-a-service model, project management experience, excellent organization skills, and negotiation skills.

Requirements

Preference will be given to candidates that have 4+ years of experience in one or more of the following settings: Work as a Technical Account Manager in a SaaS provider or cloud-based software company Work as a Customer Success Manager across various business settings Work as a Customer Support representative in a technical environment which included working with hardware or software solutions Work within a Customer Support organization focused on SaaS production support/operations
Preference will be given to candidates that have 2+ years of applied project experience with Guidewire applications (PolicyCenter, ClaimCenter, BillingCenter, Digital xEngage, Data Management, InsuranceNow)
Comfort being in a dynamic role that may not be the same “day to day”
Strong command of the English language with excellent communication and interpersonal skills
Applied project management experience
Demonstrated problem solving skills performed in a time-sensitive environment
Proven experience influencing customer behavior and building relationships, both with technical resources and those in business or management roles
Ability to quickly triage customer issues and prioritize tasks (i.e., differentiate between production issues and development issues)
Experience working with a SaaS “software as a service” offering and understanding key differences versus on-premise software solutions
Experience with customer and support systems such as Salesforce, Jira, Google Enterprise, Confluence, and Slack
This is a hybrid position that will require travel to a customer location not to exceed 25% travel
Bachelors’ Degree (B.S., B.A.) or equivalent from a higher education institution
Authorized to work in the United States

Nice To Haves

Amazon Web Services (AWS) Practitioner Certification is desired
Applied “DevOps” experience is nice to have

Responsibilities

We live by our core principles of integrity, rationality, and collegiality. Your first responsibility is always to adhere to these principles in everything that you do.
This is a customer facing role and a priority is placed on exceptional customer service skills including but not limited to professional communication capability, timely response procedures, and understanding the sense of urgency that is characteristic of enterprise production systems.
Understand all aspects of our production operating model(s), and work directly with our customers to ensure they understand and are prepared to successfully operate in our SaaS service-based subscription model.
Utilize a foundational knowledge of Guidewire core products and our Cloud Platform(s) to communicate with and enable customers on important technical features.
Advocate for the importance of our Cloud standards, and ensure customers understand our recommendations and are executing on those recommendations to optimize their Guidewire solutions.
Work with our Cloud Program Management function to ensure our cloud programs are adhering to our defined methodologies and best practices.
Once live in Production, take a leadership role alongside the customer and any implementation parties in stabilizing the Guidewire ecosystem and ensuring the customer is prepared to operate within the defined production operations model.
Help to define and implement strategies to optimize our operational engagement model for Cloud customers.
Assist customers with the incident management process, including escalations and clarifications, ticket hygiene, and sharing of information between Guidewire teams and customer teams when cross-collaboration is required.
Provide data and insights on production operational tasks such as SLA management, Guidewire Credit optimization and usage, incident management performance, scheduled maintenance, and comprehension of official technical standards and directives as communicated by Guidewire.
Assist customers with the Cloud Update process to ensure they remain compliant with our release standards.
Challenge and identify ways to continuously improve our internal service management capabilities by understanding our customers’ unique needs.
Ability to clearly communicate functional and technical concepts while working in a remote/distributed environment.

Benefits

All full-time positions or part-time roles working 30 hours or more a week at Guidewire are eligible for benefits that support their health and well-being including health, dental, and vision insurance, paid time off, and a company sponsored retirement plan.
In addition, some roles may be eligible for the annual company bonus plan, commissions, and/or long term incentive awards which are contingent on a variety of factors including, but not limited to, company and employee performance.

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