Senior Manager - Customer Success Upgrade Technical Delivery Lead

March 21

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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 Upgrade Technical Delivery Lead role at Duck Creek Technologies is a dynamic position aimed at enhancing the company's digital presence and improving customer engagement. • Lead the project engineering team responsible for defining and reviewing technical requirements for Duck Creek application, including security, integration, performance, quality, and operations requirements. • Serve as the primary point of contact for engineering and customization issues for both the Customer and the internal project team. • Recognized by the project team and customer as the expert on the product and project; and serves as the point of escalation for engineering-related activities. • Responsible for the performance of the team and is expected to develop team members by increasing their knowledge and skills across all products as well as customization best practices. • Oversee the planning, execution, and delivery of software upgrades, ensuring minimal disruption to business operations while providing regular status updates to stakeholders. • Provide technical guidance and leadership to the development team, ensuring best practices in coding, testing, and deployment. • Coordinate with cross-functional teams to ensure timely delivery of upgrades. • Act as the primary point of contact for stakeholders regarding upgrade projects. Provide regular updates and manage expectations. • Meticulously analyze and assess the impact of upgrades based on release notes and code changes for new release features. Understand nuances of each release and predict how changes will affect existing applications. • Debug custom and base code to provide workarounds or solutions to third party implementation teams or customers. Requires deep understanding of the application and ability to quickly diagnose and resolve issues. • Leverage Duck Creek upgrade tools to generate differential analysis and produce low-impact upgrade paths for Duck Creek customers. • Identify opportunities to automate processes or develop utilities that assist in faster and more effective upgrades. • Expected to act independently, demonstrating initiative and self-reliance in managing tasks and responsibilities. • Interact with customer counterparts to triage issues and present solutions. • Reviews, mentors, and shares knowledge with team members. • Identify and communicate any issues and risks that may affect overall upgrade schedules and develop mitigation strategies. • Understands active delivery remediations and collaborates with customers to complete remediation work before the upgrade. • Develop and implement robust deployment plans that minimize downtime, ensure seamless upgrade rollouts, and support a smooth transition to production. Provide post-deployment support and troubleshooting to resolve any issues efficiently. • Continuously analyze deployment outcomes, identify opportunities for enhanced efficiency and reliability, and implement best practices to improve future upgrade processes.

🎯 Requirements

• Bachelor’s degree in technical discipline or equivalent work experience in network administration, programming, or information systems. • Minimum of 6 years’ professional experience in software development • Experience in customer-facing roles • Experience managing teams and the performance of direct report • Deep understanding of the Duck Creek product suite and its technical components, and ability to share knowledge. • Demonstrated experience leading a team and managing employee performance • Deep professional experience with C#, SQL, Visual Studio, Microsoft Foundation technologies, Windows Server 2003/2008 administration and configuration, JavaScript, XSLT, XML, HTML, CSS, AJAX • Deep professional experience with .Net Solutions and SQL and relational database design • Experience with XML and XSL • Experience/knowledge of P&C Insurance software applications • Experience/knowledge of software development life cycle for P&C insurance software • Experience with systems integration (Policy, Billing, claims, Reinsurance, third-party systems) • Experience with implementation of Duck Creek Example Platform solutions for Policy Administration, Billing and/or ASW Claims preferred • Effective communication, both verbal and written; includes ability to express ideas clearly, listen actively, and collaborate with colleagues and clients. • Work effectively in teams, build positive relationships, and contribute to achieving common goals; includes the ability to recognize and incorporate a broad range of diverse perspectives. • Can analyze complex situations, identify problems, ask important questions, and generate creative solutions; involves critical thinking, adaptability, and the ability to make informed decisions. • Willingness to accept responsibility for your actions and work; ability to set and achieve meaningful outcomes for oneself. • Can adapt to change, embrace new technologies, and learn quickly; embracing a growth mindset, being flexible and open to different approaches is highly valued.