Senior Manager Customer Success Engineer

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”!  

To learn more about us, visit www.duckcreek.com and follow us on our social channels for the latest information – LinkedIn and Twitter. 

Title: Senior Manager, Customer Success Engineering

WHAT YOU’LL DO:   

The Senior Manager, Customer Success Engineering will be responsible for managing the workload of their team, as well as reporting to the Senior Director of CSE on the status of all customers and projects under their segment

• Mid-level leadership position in Customer Success Engineer organization  
• Acts as liaison to senior customer and internal stakeholder leadership, leads status updates and supports customer and internal escalations for assigned customers 
• Cross Duck Creek collaboration to ensure integration and technical standards defined by Enterprise Architecture, SaaS Ops and Product teams, are implemented successfully by Duck and Partner implementation organizations, with oversight from the customer assigned CSE 
• Drives collaboration with other Duck and SI Senior Managers to drive overall success and operational efficiency, automation, maturing standards, process, and tools to scale and achieve CS and revenue objectives 
• Drives culture of accountability and customer centricity set by CSE leaders to meet Duck Creek and customer business objectives and goals 
• Exceptional delivery minded and program execution expertise to achieve milestones and business objectives 
• Strong understanding of our products, technology, infrastructure, SaaS model and service and program execution 
• Maintains in-depth knowledge of product and architecture strategy, anticipating and addressing challenges across products and customer profile/lifecycle 
• Collaboration with CSM Segment Leads to align on scope, responses, and assignment of complimentary CSE/CSM talent to customers/segments and other parts of org to ensure escalations are mitigated, solutions are defined, and we are responsive. 
• Maintain a strong working knowledge of the solutions being delivered and maintained  
• Keep supervisor and segment team members informed of project and customer status, as well as availability and capacity 
• Coordinate effectively with Customer Success Manager, Segment lead, and other Segment peers to best balance workload and backup support across the team 
• Execute against assigned customer timelines and commitments 
• Manage escalations with customers, escalate further for issues that are beyond the scope of their team 
• Prioritize and balance competing issues based on urgency (internal and external) and length of time outstanding 
• Supports customer/SI development and maintenance of Project Technical Solution Architecture documents that define the agreed solution architecture for a project including scope, interface design, impacted components, risks and necessary trade-offs including finding areas for re-use 
• Reviews, comments, and approves deliverables created as part of the project delivery methodology ensuring they are in line to be implemented within the DCOD architecture. 
• 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. 
• Provides ongoing support and guidance to implementation teams and ensuring they are compliant with Duck Creek OnDemand processes and best practices. 
• 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. 
• Responsible for all technical / liaison communication with the Customers and serves as a bridge cross Customer Success Managers and Customers. 
• Maintains/validates Customer Technical Runbook information cross clients and Duck Creek OnDemand. 
• Creates and maintains client environment topology documentation. 
• Works with the Customer Success Managers and SI Team Lead to ensure conformance to DCOD processes and procedures. 
• Manages environment dependencies with other OnDemand teams to ensure that these dependencies are met in timely and performant fashion 
• Interfaces directly with SI team and client resources to provide guidance and support 
• Ensures contingency plans are in place during releases 
• Ensures that environments support High Availability, and the DR plans are in place 
• Ensures HA / DR / PEN tests are conducted (and documented) at least annually 
• Works with Customer Success Managers to measure and ensure compliance with monthly SLAs. 
• Utilize Tools like Dynatrace and Splunk to identify potential performance and code issues with Duck Creek’s OnDemand software. 
• Build knowledgebase of common issues / failures to eliminate repeatability and reduce time to get the customers back online. 

WHAT YOU’VE DONE:   

• Bachelor’s degree in a technical discipline or equivalent experience with proven training in network administration, computer programming, or information systems degree and/or relevant experience 
• Minimum 3 years of Duck Creek product knowledge 
• Minimum of 5 years of technical responsibility as technical or solution architect and/or implementing SaaS software 
• Minimum of 2 years of experience communicating with senior customer leadership and internal stakeholders 
• Demonstrated emphasis on customer success and delivery focused results 
• Proven direct customer experience, strong interpersonal skills and taking initiative to proactively manage customers and resolve issues 
• Demonstrated expertise as strong communicator and cross-functional influencer, across all organization levels   
• Experience with SaaS related infrastructure and multiple platform architectures 

Other Requirements:

• Travel: 0-25%
• Work Authorization: Legally authorized to work in the country of the job location.

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/. 

Please let us know if you encounter accessibility barriers with our web content by sending an email to accessibility@duckcreek.com. 

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

Duck Creek Technologies supports a flexible-first work environment and has employees throughout the United States. Based on a fair and equitable compensation philosophy, we have five (5) United States pay markets based on regional validated survey market data. The expected salary range for this position is between $100,725 and $156,400. This position is also eligible for annual bonuses. The final compensation may vary due to the above listed factors and be determined based on experience and other factors permitted by law. 

We also offer a competitive benefits package that includes:

▸Flexible work environment▸Medical, dental, vision, life and disability insurance▸401(k) Retirement Plan▸Flexible Spending & Health Savings Account▸Paid holidays, vacation, and volunteer time▸Employee assistance program and other benefits.

The application window will remain open until the position is filled or until a sufficient number of qualified candidates have been identified.

  

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