高级客户成功经理
Senior Customer Success Manager
**简介**
我们的客户成功团队致力于打造积极的客户倡导者，使他们能够最大化其在Guidewire投资中的价值。高级客户成功经理将负责客户组合的战略和执行，专注于推动参与度、满意度、留存率和增长。我们期望客户能将高级客户成功经理视为值得信赖的顾问和真正的合作伙伴——鼓励客户采用有助于实现其业务目标的解决方案，将客户的需求反馈给Guidewire的其他团队，并帮助找到从其Guidewire投资中获取新价值的方法。最终目标是让客户感到满意并续订订阅，同时积极扩大Guidewire解决方案在其组织中的应用范围。
该职位位于美国，主要支持Guidewire InsuranceSuite客户。
**职位描述**
客户管理
- 制定战略客户计划，拓展客户关系并促进增长
- 推动跨职能协作，加快当前和未来解决方案的采用和价值实现
- 识别并追求与客户目标一致的扩展机会
- 建立信任合作关系，形成积极参与的客户倡导者
- 领导高层客户互动，聚焦价值创造
- 制定并执行续约策略，促进增长并降低风险
- 推动组合、客户和团队管理方面的运营卓越
- 在客户组合中建立深度和广度的关系，从高管到IT和业务用户
- 理解客户优先事项，识别共同主题并进行汇报和行动
职责：
- 理解客户优先事项，促成满足客户需求的互动，对齐整体战略并建立有意义的关系
- 识别Guidewire解决方案中的增量销售机会，并与销售团队合作，确保客户目标和价值主张处于核心位置
- 通过提供积极的客户体验建立牢固的合作关系，推动双方的成功并培养客户倡导者
- 与客户互动，深入了解客户的产品体验和战略业务需求
- 全面了解客户，并在高级和高管层面与关键客户利益相关者建立积极关系
- 作为客户的代言人和倡导者，促进反馈的传递
查看英文原文
**Summary**
Our Customer Success team is focused on creating engaged customer advocates who are maximizing the value of their Guidewire investments. The
Senior Customer Success Manager will oversee the strategy and execution of their customer portfolio and focus on driving engagement, satisfaction,
retention and growth. We expect our customers will see their Senior CSM as a trusted advisor and true partner – encouraging customers to adopt solutions
that help them achieve their business goals, advocating for their needs back to other Guidewire teams, and helping to find new ways to derive value from
their Guidewire investment. The end goal is a set of delighted customers that renew their subscriptions and are eager to expand the footprint of the
Guidewire solutions within their organization.
The job location is in the US and is focused on supporting Guidewire InsuranceSuite customers.
**Job Description**
Customer Management
- Develop strategic account plans that expand the relationship and promote growth
- Drive cross-functional collaboration to accelerate adoption and value of current and future solutions
- Identify and pursue expansion opportunities aligned to customer goals
- Create trusted partnerships that result in engaged, customer advocates
- Lead executive level engagements focused on value creation
- Define and execute a renewal strategy that promotes growth and mitigates risk
- Promote operational excellence in portfolio, account and team management
- Develop depth and breadth of relationship within portfolio of customers, from C-level to IT and business users
- Understand customer priorities and identify common themes to report out and action
Responsibilities:
- Understand customer priorities and facilitate engagements to meet customer needs, align our overall strategies, and create meaningful relationships
- Recognize incremental sales opportunities across Guidewire solutions and partner with sales to ensure the customer objectives and value proposition are at the forefront
- Develop strong partnerships by providing positive customer experiences that drive mutual success and creates customer advocates
- Engage with customers to develop deep understanding of customer’s product experience and strategic business needs
- Know the customer “inside and out” and foster positive relationships with key customer stakeholders at senior and C-Suite level
- Serve as the voice of the customer and customer advocate to facilitate feedback and influence on Guidewire products and services
- Provide early insight and adoption recommendations for new products and product features
- Coach and mentor other CMSs in developing the Customer Success Craft and engagement in both Guidewire and Customer Community.
- Encourage adoption of Guidewire solutions to help customers achieve their business goals and maximize the value of their investments
- Take the lead in driving to a successful conclusion any customer issues or situations, involving other departments and individuals as necessary
- Create and manage customer success plans and account plans to manage external and internal relationships and strategies
- Facilitate executive discussions including business reviews, roadmap reviews, and strategic alignment
- Develop a deep and cross-functional understanding of the key business challenges and opportunities of your customers and portfolio
- Introduce new features and best practices to customers according to their business needs
- Ensure visibility of program and customer health both internally and with customer teams
- Manage commercial aspects of account relationships post initial sale, including defining a renewal strategy that promotes growth and mitigates risks
- Execute and manage contract negotiations and renewals
- Leverage Executive leadership and communication experience, with ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflict and engender honest feedback and appraisal
- At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI—empowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes.
Required Skills/Experience:
- 12+ years relevant experience (e.g., customer success, account management, sales, technology consulting or related position)
- Knowledge of the P&C insurance space, industry trends and challenges, and the fundamental economics of an insurance company
- Passion for solving problems, thinking creatively, and delivering results
- Ability to build and manage C-suite relationships at customers
- Capable of quickly building trust and establishing deep relationships
- Ability to effectively connect and communicate with both business & IT stakeholders
- Executive leadership and communication experience, showing the ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflicting views and engender honest feedback and appraisal
- Demonstrated ability to work on multiple initiatives or accounts simultaneously under pressure
- Demonstrated account planning and management skills, including estimations, budgets, forecasting and coordination of multiple work streams
- Ability to travel as needed to client locations, industry events and company initiatives
- Demonstrated ability to embrace AI and apply it to your current role as well as data-driven insights to drive innovation, productivity, and continuous improvement.
Desired Skills:
- Knowledge of or experience with Guidewire InsuranceSuite is preferred
- Experience working with cloud-native solutions and/or cloud technologies for mission-critical applications
- Demonstrated coaching and change management experience – not just defining a plan but executing that plan successfully and adapting to obstacles or shifts in business priority
How Success is Measured - in both Regional Portfolio & Assigned Customers
- Financial:
- % Annual Recurring Revenue (ARR) Growth
- Meeting Retention Targets / Mitigating Churn Risk
- Opportunity Influence & Increased Product Penetration
- Customer Relationships
- NPS / CSAT
- Sentiment & Health
- Referencability / Advocacy
- Success Planning
The US base salary range for this full-time position is $136,000 - $221,000. Your base pay will depend on your experience, skills, education, training, and location among other factors. 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.
Disability Accommodations and Guidewire’s Appeals Process. Guidewire provides accommodations to the hiring process to create a fair opportunity for candidates with disabilities to contend for open positions. Accommodation requests should be directed to Accommodations@guidewire.com. If things do not go as hoped, we invite you to use our appeals process. Guidewire promises to independently review any denied accommodation and any decision not to offer you the position. The appeals process is the same in either case. Within five business days of receiving a notice of denial of an accommodation, or receiving a notice of your non-selection for a vacancy, e-mail Accommodations@guidewire.com to make an appeal. Guidewire will assign a new decision-maker to review the request and/or hiring decision, who will then notify you in writing of a decision within 10 business days.
**About Guidewire**
Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.
As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.
For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.
Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success. Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.