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
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