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LE007 Duck Creek Technologies Pty Ltd
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Customer Service Senior Manager
$78k-101k (estimate)
Full Time 10 Months Ago
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LE007 Duck Creek Technologies Pty Ltd is Hiring a Customer Service Senior Manager Near Sydney, FL

The Customer Service Manager is responsible for managing and developing two or more medium/large accounts ensuring customer success. Acts as the primary contact and interfaces between the Customer/SI partner and the internal Duck Creek teams. ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES Manage and develops the customer accounts: Manages 2 medium/large OnDemand accounts Manages 6 OnPrem accounts Develops and foster a trusted relationship with the Customer and SI partners Meets with Customer leadership to understand additional requirements, integration road map, potential change controls/extensions, with an eye toward future sales opportunities Understands Customer priorities and road map Coordinates Customer-specific communication plan and test schedule, etc., between Customers and Operations Ensures customers are planning for and taking upgrades. For OnDemand clients, Coordinates schedules with OnDemand Operations team Ensures transparency by reporting status to Customers and internal steering committee Ensures Customer Success and Reference-ability: Understands what is required to make/keep the Customer a great reference Explains to Customers what is (and is not) included as part of the Duck Creek solution Acts as primary contact point for Customer issues/questions Reviews monthly metrics reports with Customers including SLA targets and actuals, volumetric, performance data, major issues and outages Proactively manages any potential risks and work with applicable resources to implement a mitigation plan. Leverages conformance reviews / delivery assurance process to identify potential risks. Interfaces between Customer/SI partner and Internal team: Provides priorities re: tickets, release scheduling, etc. Conducts new release sessions with Customers to walk through changes in the new release, potential impact, and to determine configuration decisions for testing purposes. For OnDemand clients, provides information back to OnDemand Operations for testing For OnDemand clients, coordinates between Customers and OnDemand Operations as to which alerts should be directed to which Customer individuals Develops and grows the Practice: Develops the tools / processes / procedures to grow and mature the business to allow for cost-effective future growth and scale Conducts lessons learned sessions after each release with various teams to coordinate improvements For OnDemand clients, develops and maintains Customer-specific portions of the runbook (e.g., communication plan/contacts) Provides feedback to Engineering teams on how to better enhance our products for Duck Creek customers Performs other related duties and activities as required. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. QUALIFICATIONS/REQUIREMENTS Education and Work Experience: Bachelor’s degree, and/or higher level, or foreign equivalent, in Computer Science, Computer Information Sciences or related degree; related work experience can be substituted for educational requirement Work Experience: Minimum 8 years Functional and technical knowledge of the Duck Creek Suite and Platform Experience in a customer-facing, service-oriented role 2 years of experience with OnDemand Operations and Microsoft Azure Experience with following tool sets: Microsoft .NET, SQL Server, Operations Management Suite, Visual Studio Team, Salesforce Service Cloud, Dynatrace Leadership Experience: Minimum 1 year preferred Specialized Knowledge, Skills, and/or Abilities: Ability to explain complex technical concepts to non-technical audiences Ability to clearly articulate and present technical solutions to prospects/Customers during sales processes Exceptional customer service and organizational skills are must Must be able to work well independently and in a team environment Efficient multi-tasking and project management skills Excellent communication skills, both written and oral, ability to communicate with sales, executives and Customers Other Requirements: Travel: 10-25% 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. Duck Creek is a leading provider of comprehensive P&C insurance software and services for insurers of all sizes worldwide. Employing progressive technology, our solutions enable insurers to optimize outcomes and enhance engagement through advanced digital and data capabilities and integrated functionality that can be delivered via the cloud or on premise.

Job Summary

JOB TYPE

Full Time

SALARY

$78k-101k (estimate)

POST DATE

05/25/2022

EXPIRATION DATE

01/04/2024

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The job skills required for Customer Service Senior Manager include Customer Service, Leadership, Scheduling, Communication Skills, Planning, Futures, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Service Senior Manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Service Senior Manager. Select any job title you are interested in and start to search job requirements.

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