Manager - Customer Success Management

February 11

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Duck Creek Technologies

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Duck Creek Technologies is a provider of low-code SaaS core systems specifically designed for property and casualty (P&C) insurance. Their comprehensive suite includes billing, claims, digital engagement, and payments solutions tailored to enhance efficiency in the insurance lifecycle. With a strong focus on empowering insurers, Duck Creek facilitates faster product development and improved customer experiences through innovative technology and extensive API integrations.

Property and Casualty Insurance Technology • Policy • Billing • Claims • Rating

1001 - 5000 employees

Founded 2000

💳 Fintech

☁️ SaaS

💰 $230M Private Equity Round on 2020-06

📋 Description

• The Customer Success Manager is the CEO of your book of business. • A high performer who is SaaS revenue focused, responsible for managing and developing multiple medium/large Duck Creek OnDemand and OnPrem accounts. • Act as the primary contact and trusted advisor for your customers. • Manage and develop the customer accounts: Manage 4+ medium/large OnDemand or OnPrem accounts. • Develop and foster a trusted relationship with the Customer and SI partners. • Meet with Customer leadership teams to understand their business goals and strategic priorities. • Stay up to date with the latest features and updates of Duck Creek’s suite of products and services. • Track renewals through their lifecycle, highlighting potential risks, and building strategic account plans to ensure success. • Facilitate weekly, monthly, and quarterly customer governance meetings. • Ensures Customer Success and Reference-ability: Gather customer feedback by playing an active role in the NPS customer survey activities. • Act as primary contact point for Customer issues/questions and maintain regular contact with customers to ensure on time go-lives. • Develop the tools / processes / procedures to grow and mature the business to allow for cost-effective future growth and scale.

🎯 Requirements

• 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. • Minimum 6+ years functional and technical knowledge of SaaS platforms. • Duck Creek Suite and Platform knowledge and experience (preferred). • Experience in a customer-facing, service-oriented role. • ChurnZero knowledge and experience (preferred). • Knowledge of Microsoft Azure, SQL Server preferred. • 1-3 years leadership experience (preferred). • 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 a 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.