Customer Service Senior Manager

Helping careers take flight. Reshaping an industry. Enable you career to be Made on Duck Creek.

WHAT WE ARE ABOUT :

Our global team creates technology solutions that the insurance world has never seen - but really needs. With offices around the globe, our inclusive, innovative teams collaborate to continuously evolve our product offering that world class P&C Insurers build their core systems on Billing, Claims, Policy, Insights, Reinsurance and more.

The team at Duck Creek helps insurance companies bring amazing ideas to life quickly and easily with software that thinks and works like they do.

Duck Creek is proud to be a Remote-First employer, empowering our employees with the choice to work from an office, from home or on a hybrid schedule.

Our remote-first environment fosters inclusion, collaboration, and ensures a consistent employee experience regardless of location.

We support our employees in making a decision that allows them to be the most productive they can be both at work and at home.

If working in a fast paced, rapidly evolving company that is transforming one of the worlds oldest and largest industries into a standard for innovation and open exchange sounds exciting, let us know.

We are excited for your career to be Made on Duck Creek.

WHAT YOULL DO :

The Customer Service Senior Manager is responsible for managing and developing three or more medium / large accounts ensuring customer success.

Acts as the primary contact and interfaces between the Customer / SI partner and the OnDemand Operations team. The Customer Service Senior Manager will serve as a mentor and help conduct necessary training sessions for other Customer Service Managers.

• Manages and develops the accounts :
• Manage 3 medium / large accounts
• Develops and fosters 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
• Manages Customer-specific communication plan and test schedule, etc., between Customers and OnDemand Operations
• Ensures customers are planning for and taking upgrades. Coordinates schedules with OnDemand Operations team
• Ensures transparency by reporting OnDemand status to Customers and internal OnDemand 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 OnDemand (OnDemand) 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 works with applicable resources to implement a mitigation plan. Leverages conformance reviews / delivery assurance process to identify potential risks.
• Interfaces between Customer / SI partner and OnDemand Operations team :
• Provides priorities to OnDemand Operations 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.

Provides information back to OnDemand Operations for testing

• Coordinates between Customers and OnDemand Operations as to which alerts should be directed to which Customer individuals
• Develops and grows the OnDemand Practice :
• Develops the tools / processes / procedures to grow and mature the OnDemand business to allow for cost-effective future growth and scale
• Conducts lessons learned sessions after each release with various teams to coordinate improvements
• Develops and maintains Customer-specific portions of the runbook (e.g., communication plan / contacts)
• Provides feedback to OnDemand engineering or product engineering teams on how we can better enhance our products for Duck Creek OnDemand customers
• Serves as a mentor and helps to conduct necessary training sessions for other OnDemand Customer Service Managers
• Performs other related duties and activities as required. WHAT YOUVE DONE :
• Bachelors degree in Computer Science, Computer Information Sciences or related degree;
• Work Experience : Minimum 10 years Functional and technical knowledge of the Duck Creek Suite and Platform
• 3 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
• Deep experience in a customer-facing, service-oriented role
• 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.
• 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.

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.

Duck Creek Technologies does not accept nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes.