Senior Manager - Customer Success Engineer

March 18

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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 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

🎯 Requirements

• 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 • Travel : 0-25%

🏖️ Benefits

• 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