Customer Success Engineer Manager

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"!
Title: Manager - Customer Success Engineer WHAT YOU'LL DO: Prior work experience in Customer Success Engineering role or customer facing technical role.Ability to understand and discuss technical challenges with Client and propose feasible solutions as per the need.Individually able to handle technical discussions with Client, Configurators and demonstrate the value of DCT in business discussions with company leadership.Always be prepared and able to lead technical discussions and influence audience with deep architecture and technical knowledge. Provides technical leadership to the project team to design the overall solution to remain within the boundaries of SaaS and to resolve ongoing technical issues within the project tied to Azure components.Confident to have tough discussions with Client or DCT leadership team which are for the betterment and in favor of Client.Very good understanding of different compliance and security requirements as well as standards.Understands, adapts and conveys operational procedures and standard practices set by the organization.Prioritize Customer success above other internal challenges. Help other teams to understand Client needs, support and guide them with technical expertise, also identify gaps and produce documentation & reference material to empower them for future.Remain up to date with product roadmaps and executive briefings to prepare for QBRs.Play advisory role and remain involved in important solutioning discussions to align them with DCT standards. Able to clearly communicate best practices and enforce them for best outcomes.Experience or knowledge of data migrations, product upgrades, and deployment best practices.Technical understanding of products, infrastructure, and cloud services.Participate in solution blueprint definition, review, and signoff on requirements sessions with customer, SA, SaaS Ops, and implementation teams.Attend QBRs and customer governance meetings to support customer strategy, adoption, and product usage. Collect customer feedback on products, services and communicate back to Engineering and operations for improvement opportunities.Supports customer/SI for development and maintenance of Project Technical Solution.Responsible for all technical/liaison communication with the Customers and serves as a bridge between Customer Service Managers and Customers.Maintains/validates Customer Technical information to be used by other teams for various reasons.Working experience on HA/DR/PEN tests.Presents technical issues to technical governance boards inclusive of the Enterprise Architecture team when required for project decisions and communicates those decisions to the impacted teams inclusive of performing POCs to utilize new Azure/Cloud components to speed delivery.WHAT YOU'VE DONE: Education and Work Experience:
Bachelor's degree strongly preferred in area with analytic emphasis.2-4 years of professional experience, preferably in a technology, insurance, or otherwise related environment.Experience with Solution or Application Architecture.Preferred experience in P&C Insurance software applications, and Microsoft .Net background.Specialized Knowledge, Skills, and/or Abilities:
Deep understanding of Cloud Platform and CI/CD.Excellent communication skills, verbal and written.Strong analytical and problem-solving skills.Experience in Client facing technical roles.Other Requirements:
Travel: At least 25-50%.Work Authorization: Legally authorized to work in the country of the job location.Physical: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.WHAT 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: https://www.duckcreek.com/life-at-duck-creek/.
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