Sr. Manager Program Management – Customer Programs

United States - Remote

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Guidewire Software
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 400 insurers, from new ventures to the largest and...
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The Customer Program team exists at Guidewire to facilitate meaningful customer connections and deep understanding of customer feedback to help Guidewire continue to evolve and innovate. This team is aligned to the Chief Customer Officer at Guidewire and partners with cross functional teams to deliver this mission. We are looking for an experienced program manager to support two strategic programs - Executive Alignment and Customer Feedback. The program manager will have a proven record of working with cross-functional leaders to align Executive relationships across our most strategic customers and to help democratize customer insights that are leveraged to inspire Guidewire to build amazing experiences for our customers. You will work at the intersection of all customer facing teams, product, user research, product marketing, and Guidewire Executive Sponsors.  

What you'll achieve

  • Support the Senior Director of Customer Programs to evolve and grow the Executive Sponsor and Customer Feedback Programs.
  • Understand and support the optimization of how customer feedback is captured across all listening channels, ensuring insights are delivered across all Guidewire stakeholders
  • Democratize customer insights by producing analysis, insights, and create a process to enable action and customer communication across Guidewire stakeholders.
  • Contribute to the approach used to align Customer Feedback data to business specific strategic annual company objectives.
  • Develop and deliver communications and training to ensure Guidewire employees understand the value of both programs and how they contribute to the corporate CSAT metric.   
  • Prepare monthly program analytics.
  • Gather valuable feedback from Guidewire Executives, Account Teams, Cross functional teams, and customers that drives continuous improvement of programs.
  • Act as a change agent, helping others understand the value the Customer Success organization can bring to the company and our customers.
  • Support the creation of a closed loop feedback processes to ensure our customers feedback is heard, actioned, and updates are shared on a regular basis with internal and external stakeholders
  • Establish and maintain customer facing dashboards, sharing with Guidewire customer facing teams who will utilize as a communication mechanism with our customers to share progress.
  • Build out a common view for all customer feedback and where actions plans are stored, accessible for all Guidewire employees.

About you

  • You are customer-obsessed and have experience applying human-centered-design or design thinking methods to understand and manage complex programs.
  • You are a proactive strategic problem solver and dependable executor with 5+ years in Customer Success or Customer Experience teams.
  • 8+ years of experience leading complex projects from start to finish across multiple functions, using various project management methodologies.
  • Ability to engage up and down the organization (including SVP+) with confidence and poise.
  • You are influential and can inspire action by producing and delivering data-driven narratives.
  • You are capable of accessing, analyzing and synthesizing data from multiple sources.
  • You have enabled cross-functional groups to work cooperatively by designing & facilitating successful meetings and workshops.
  • Great teamwork, interpersonal, and customer-relations skills, with a strong commitment to customer satisfaction.
  • You have experience with CRM and customer feedback platforms, and have worked with IT teams to enable changes to these technologies in support of customer feedback programs.
  • You are proficient in all MS Office tools
  • BA/BS required.
  • No travel.
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About GuidewireGuidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently.
Guidewire combines core, data, digital, analytics, and AI to deliver our platform as a cloud service. More than 400 insurers, including 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 1000+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of add-ons that accelerate integration, localization, and innovation.
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.
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 (650) 356-4940 or 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, call (650) 356-4940 or 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.
Job region(s): North America
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