Senior Manager - Customer Success Engineering

March 18

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Duck Creek Technologies

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Duck Creek Technologies is a leading provider of comprehensive software solutions for the insurance industry, specifically focusing on property and casualty (P&C) insurance. Their platform offers a suite of core system solutions, including policy, billing, claims, and analytics. With a strong emphasis on low-code configurability, Duck Creek enables insurers to quickly implement changes and launch new products to meet market needs. The company also emphasizes partnerships with leading technology innovators to deliver enhanced customer experiences and streamline operations for insurers around the world.

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

1001 - 5000 employees

Founded 2000

☁️ SaaS

🏢 Enterprise

💰 $230M Private Equity Round on 2020-06

📋 Description

• The Senior Manager, Customer Success Engineering is a key leadership role within the Customer Success Engineering (CSE) group at Duck Creek Technologies. • This position is responsible for mentoring a team of Customer Success Engineers, overseeing technical engagements, and ensuring the successful delivery of solutions that meet customer needs and business objectives. • The role focuses on cross-functional collaboration and driving continuous improvement in alignment with Duck Creek’s mission to empower insurers through transformative technology. • Reporting to the Director of CSE, this individual plays a pivotal role in ensuring adherence to enterprise standards, success of platform upgrades, and delivery of exceptional customer outcomes. • Provide mid-level leadership and mentorship for the Customer Success Engineering team. • Act as a primary liaison to customer and internal leadership, managing technical escalations, conducting status updates, and ensuring alignment during new implementations, platform upgrades, migrations or key customer events. • Partner with cross-functional teams to ensure adherence to technical standards and successful delivery of solutions. • Foster a culture of accountability, collaboration, and customer centricity to meet business goals. • Drive operational efficiency, automation, and continuous improvement of processes, tools, and standards. • Maintain deep expertise in Duck Creek products, SaaS infrastructure, and technical architecture to achieve customer centric solutions. • Oversee environment preparation, technical reviews, and upgrade strategies for Duck Creek’s OnDemand platform. • Manage upgrade deployments, go-lives, and technical cutover strategies while coordinating with cross-functional teams to minimize risks. • Ensure high availability, support disaster recovery plans, and compliance with operational standards across customer environments. • Build and maintain a knowledge base of issues and best practices to drive efficiency and reduce time-to-resolution for future upgrades. • Provide ongoing technical guidance to implementation teams, ensuring adherence to Duck Creek’s processes and best practices. • Partner with Customer Success Managers and Segment Leads to optimize team workload, capacity planning, and project timelines. • Present technical issues and strategies to customer executives, partner leadership, governance boards and CSE leadership to align solutions and improvement opportunities. • Support team members' professional development and provide constructive feedback to strengthen team capabilities. • Assist in project-oriented duties to mature the evolving practice of supporting customers’ technical implementations in the Customer Success Engineering group.

🎯 Requirements

• Bachelor’s degree in a technical discipline or equivalent work experience in network administration, programming, or information systems. • 6 + years of experience as a technical or solution architect implementing SaaS software. • 3 + years of experience engaging with senior customer leadership and internal stakeholders. • Hands-on experience with DevOps practices, cloud environments (Azure/AWS), and container management (Kubernetes). • Strong understanding of enterprise SaaS infrastructure and multi-platform architectures. • Advanced degree in a technical or business discipline (preferred). • 3+ years of experience working with Duck Creek products (preferred). • Proficiency in .NET or Java, Azure or AWS frameworks, SQL Server, and Windows Server (preferred). • Certification in Azure/AWS architecture or equivalent (preferred). • Experience with microservices, containers, and infrastructure as code methodologies (preferred). • Experience in Cloud Native Evolutions and migrations (preferred).

🏖️ 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.