Engagement Manager

Summary

The Engagement Manager (EM) has a division of labor within the full portfolio. For GWCP programs, the Engagement Manager will support the Principal on larger Guidewire engagements, leading and managing the program, ensuring successful execution, alignment with company objectives, and coordination across teams.

This includes overseeing project timelines, deliverables, and stakeholder communication to drive project success. For our self-managed customers, the Engagement Manager will continue to act as their trusted advisor and provide strategic direction and executive delivery oversight for Guidewire customers and owns and develops long-term client relationships on behalf of Guidewire, cultivating business with clients to achieve revenue growth, profitability, and customer satisfaction.

The EM ensures that all project/program interdependencies are efficiently managed and that internal teams and external partners work cohesively toward common goals.

Job Description

What You'll Do
 

Customer Success and Program Management

• Accountable to the Principal for the success of assigned GWCP project(s). Serve as the primary liaison with their counterpart on the customer side for assigned customers, owning the overall relationship and ensuring that Guidewire’s services align with their long-term strategic objectives.

• Develop and execute engagement strategies that drive customer success and satisfaction across all Guidewire implementations.
   

Sales Support and Opportunity Management

• Engages as client lead for one or a maximum of two GWCP clients at any given time, leading primarily Guidewire-owned projects, including strategic engagements and implementation programs.  

• Lead all projects to success on time, on value to scope and budget, while meeting quality standards.

• Take full responsibility for the financial performance of customer engagements, including budgeting, forecasting, and profitability analysis.

• Monitor financial metrics and implement strategies to achieve or improve projected engagement profitability.
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Account and Resource Management

• Establish and lead governance frameworks for customer engagements.

• Proactively identify, assess, and mitigate risks at project and strategic levels.

• Collaborate with practice leadership to develop resource plans aligning customer needs and Guidewire's strategic objectives.

• Work closely with internal teams, such as Product Development, Professional Services, and Support, to ensure cohesive service delivery.

• Advocate for customer needs and contribute to continuous improvement initiatives.

• Build and nurture trusted relationships with C-level executives and key stakeholders within customer organizations.
   

Internal Advocacy and Collaboration

• Facilitate strategic discussions to support business growth, value realization, and innovation opportunities.

• Collaborate with Sales and Business Development teams to drive Value Roadmap engagements during sales cycles and then translate those engagements into compelling services proposals.

• Oversee the estimation process to develop those proposals and Statements of Work (SOWs) or Change Orders. 

• Define and manage project management accountability for using regular status reporting: work management, budget management, risks/issues management, etc.

• Develop strong working relationships with our Principal, sales team, customers, and partners to become their trusted advisors.

• Establish and lead governance frameworks for customer engagements (AMER Regions)

• Proactively identify, assess, and mitigate risks at project and strategic levels.

• Proactively identify opportunities to reduce or eliminate administrative activities within the Program/Project Management practice 

• Act as an escalation point for customers and project team members. 

• Reviews, approves, and in smaller engagements, will draft Work Orders (WOs) and Statements of Work (SOWs) within a certain threshold for self-managed projects in the portfolio.

• Reviews, approves, and in smaller engagements, drafts  WOs, SOWs, Proposals, and RFP estimates for self-managed projects in the portfolio within a certain threshold.

• Proactively develops and communicates escalation mitigation plans when customers are off track with schedule, scope, and budget. 
   

Who You Are

• Executive Communication and Influence: Exceptional ability to communicate with and influence C-level executives.

• Strategic Thinking and Planning: Strong capability to develop and execute long-term strategic plans that align with customer goals and drive mutual success.

• Business Acumen: Deep understanding of business operations, financial management, and organizational dynamics. Skilled in identifying business development opportunities and driving growth initiatives.

• Leadership and Team Management: Demonstrated ability to lead cross-functional teams and foster a collaborative environment. Experience in mentoring and developing talent within the organization.

• Analytical and Problem-Solving Skills: Strong analytical abilities to assess complex situations and devise effective solutions. Proactive in identifying potential issues and implementing preventative measures.

• Sales Support:  Strong sales acumen with an entrepreneurial mindset, capable of identifying and creating new sales opportunities through strategic thinking and proactive engagement.

• Guidewire Knowledge: Understands the Guidewire catalog and capabilities at a high level and maintains certification

• Cloud Knowledge: Understand Guidewire Cloud and maintain AWS certification

• Insurance Industry Knowledge: Understand Insurance Industry for the country/region in which they operate
   

The US base salary range for this full-time position is $137,000 - $241,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

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.

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