Customer Success Management Senior Director

Company: Duck Creek Technologies LLC.
Location: Boston
Posted on: January 27, 2023

Job Description:

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 1,800 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location. -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 - and . -Title: Customer Success Management Senior Director -WHAT YOU'LL DO:--- -The Customer Success Management Senior Director will lead a team of Customer Success Managers within a segment and act as the customer advocate for a specialized segment within DCT (e.g., Personal, Commercial, Multi-national).

• Engage and lead cross-functional and geographically dispersed teams in the development and execution of Customer Success roadmaps with focus on key strategic and complex customer segments
• Executes CS Strategy within accountable segment team
• Accountability for one complex customer segment including key challenging accounts (tier 1, etc.) and ensuring overall customer satisfaction
• Responsible for executive relationship (e.g., Sr. Vice President, Vice President) and advocacy. Expected to be the second level of escalations within Duck Creek
• Provides proactive thought leadership on customer strategy and roadmap, account governance, and reoccurring strategic discussions with both customer and SI
• Develop adoption strategies, go-to-market & delivery plans, and economic models to realize the customer experience at scale
• Partners with other CS Segment Leads, SaaS Ops, Product, Engineering, Partner Enablement, Marketing and Sales to execute on leader-developed strategy
• Collaborate with other Segment leadership to drive overall success across the CS organization, maturing standards, process, and tools
• Work with implementation partners to ensure teams adhere to implementation methodology and standards, phase gates and milestones are met according to plan, actively working to mitigate risks as reporting risks to Duck and SI leadership as needed
• Liaise with CS peers, SI Partners, Sales, Services, Product, Engineering, Marketing, SaaS Ops leadership to drive customer satisfaction
• Drives segment/region strategy, analysis, KPIs and reporting to Senior Segment Leads
• Oversees upcoming renewals in own segment and provides guidance and negotiation support to CSMs and Sales to ensure retention
• Be able to manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives to multiply impact beyond their portfolios
• Synthesize and articulate key findings as appropriate for marketing, operations, finance, product development and executive audiences
• Conduct business analyses and manage content creation for corporate strategy presentations and board packages
• Oversees customer issues and ensures effective and long-term problem resolution
• Act as a coach to CSMs, constantly working to improve overall Customer Success model and driving change and culture of accountability within the organization to meet Duck Creek and customer business objectives and goals
• Maintains in-depth knowledge of customers' business and industry, anticipating and addressing opportunities and issues
• Strong understanding of insurance, our products, SaaS model and service and program execution
• Collaboration mentality that works together with other Segment team members to drive overall success across the work streams
• Strong management of global teams, people leadership, and talent development -
• Overall skill lead for team of CSMs ensuring standards, goals, skill development are accomplished
  • Collaborate cross functionally and regionally to manage pipeline, demand, talent development, hiring and budgets
  • Directs and supervises team of 3-6 Customer Success Managers
  • Defines and develops skill development plans and training sessions
  • Works with Senior Segment Leads to proactively plan and make staffing decisions across segments, including backup model, and assumes people management responsibilities; and mentors CSMs
  • Establishes performance objectives and conducts quarterly and annual performance reviews and supports compensation process
  • Employee onboarding; participates in hiring processWHAT YOU'VE DONE:--- -
    • Bachelor's degree or equivalent. Preferred Master's Degree
    • 12+ 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, sales, and leadership positions with a deep understanding of SaaS, Go-To-Market and execution model (Strategy or Business Consulting, Business Development, Finance or other relevant experience)
    • 8+ years of diversified leadership, planning, communication, organization, and people motivation skills (or equivalent experience)
    • Strong influencing skills and ability to build lasting relationships across multiple layers in the organization
    • Ability to demonstrate experience managing complex customer problems in a fast growing, dynamic environment supporting executive leaders
    • Definable experience influencing change management, problem resolution, and communicating complex ideas in coherent terms to cross function groups in a scaling environment
    • Demonstrated people leadership and skill development required to foster customer relationships and emphasis on continuous improvement
    • Demonstrated cross functional collaboration to drive high performance, achieve milestones and value commitments across customers and SI partners
      • Travel: up to -25%
      • Work Authorization: -Legally authorized to work in the country of the job locationWHAT WE STAND FOR:--- -Our global company celebrates & leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background. This collaborative and team-oriented approach is at the core of how we operate and---continuously improve our products, services, and systems.--- As such, Duck Creek is committed to providing equal opportunity to all employees and applicants - to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status.--- -We strive to be an example to the world of inclusion, diversity, and equity in all things - where employees are free to be their authentic selves in the workplace and in the communities in which we live. -We believe in leading by example and are proud of the diversity of our team and our shared commitment to our Core Values: We Prioritize Respect; We Listen; We Care; We Add Value; and We Lead.To learn more about our inclusive company culture, values, DE&I initiatives, and people, please visit: . -Please let us know if you encounter accessibility barriers with our web content by sending an email to . -Duck Creek---Technologies does not accept, nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes.--- -#LI-Remote -

Keywords: Duck Creek Technologies LLC., Boston , Customer Success Management Senior Director, Accounting, Auditing , Boston, Massachusetts