Technical Account Manager, Guidewire
$124-186k
More information about location
Back-end software for P&C insurance
Job no longer available
Back-end software for P&C insurance
1001+ employees
Job no longer available
$124-186k
More information about location
1001+ employees
Company mission
To constantly improve, so insurance companies can successfully respond to customer needs in a world where technology and risk are changing dramatically.
Role
Who you are
- Preference will be given to candidates that have 8+ years of experience in one or more of the following settings:
- Working in a Program Management type role within a corporate IT or consulting environment (Guidewire projects preferred)
- Working as a Customer Success Manager across various business settings
- Working in a managerial position with a Customer Support organization focused on production operations
- Preference will be given to candidates that have 2+ years of applied project experience with Guidewire Core applications (PolicyCenter, ClaimCenter, BillingCenter, xEngage Digital, Data Management)
- Strong communication and interpersonal skills
- Applied Project Management experience
- Demonstrated problem solving skills performed in a time-sensitive environment
- Proven ability to influence customers and build relationships, both with “on the ground” resources and those in Management/Executive roles
- Ability to quickly triage customer issues and prioritize tasks (i.e., differentiate between production issues and future enhancement work)
- Experience working in an environment where cloud or off-premise enterprise applications have been utilized
- Experience working with a “software as a service” offering and understanding the differences versus on-premise software
- Experience with customer management, sales, and support systems such as Salesforce, Jira, Sharepoint, Confluence, and HighSpot
- Fundamental Amazon Web Services (AWS) knowledge is nice to have
- “DevOps” experience is nice to have
- Bachelors’ Degree (B.S., B.A.) or equivalent from higher education institution
- Authorized to work in U.S
What the job involves
- We’re looking for an experienced Technical Account Manager that can build and maintain a strong relationship with our Guidewire Cloud customers, and who can provide firm guidance and leadership to the various parties involved in the customer’s journey
- Guidewire TAMs engage at the start of a Guidewire Cloud customer’s journey. Your focus will be on technical & cloud platform enablement, preparing a customer for their go-live and subsequent production operations
- Serving as a trusted advisor to ensure our customers attain the most value out of their Guidewire Cloud investment. With this focus in mind, a TAM serves as a primary liaison between the customer team and the Guidewire Product Development & Operations (PDO) team once the customer is successfully deployed into Production.
- In this role you will be an advocate for our customers, while simultaneously advocating the benefits of the service & operating model that defines the Guidewire Cloud service offering
- On a day-to-day basis, you may be involved in areas such as service management, SLA/SLO management, system restoration and escalation activity, cloud infrastructure, product update planning and execution, and “Devops” tasks such as build and release management.
- No matter what task you face on a given day, you will collaborate closely with an impressive team of peers whose primary goal is our customer’s success.
- We particularly value demonstrated leadership capability and presence, experience working in a Subscription service model, project management experience, excellent organization skills, negotiation skills, and of course the ability to work well as part of an overall team
- We live by our core principles of integrity, rationality, and collegiality. Your first responsibility is always to adhere to these principles in everything that you do
- This is a customer facing role and a priority is placed on exceptional customer service skills including but not limited to professional communication capability, timely response procedures, and understanding the sense of urgency that is characteristic of any production system setting
- Understand all aspects of the Guidewire Cloud operating model and work directly with our customers to ensure they understand and are prepared to successfully operate in this service-based subscription model
- Help coordinate real-world “table-top” exercises where you will partner with your customer and with internal Guidewire teams to identify key operational scenarios and walk through how all related parties will operate in a Production business setting
- Ability to complete Guidewire product certification on one or more Guidewire products at the “Business Analyst” level
- Work closely with all parties involved in implementation or cloud migration programs (including Guidewire Delivery Services, System Integration Partners, and customer resources) to effectively identify, coordinate, and manage tasks pertaining to the preparation and launch into Guidewire Cloud
- Advocate for the importance of our Cloud Assurance program and ensure customers understand our recommendations and are executing on those recommendations to optimize their Guidewire solutions
- Work with our Cloud Program Management function to ensure our Guidewire Cloud programs are adhering to our defined methodologies and best practices
- Once live in Production, take a leadership role alongside the customer and any implementation parties in stabilizing the Guidewire ecosystem and ensuring the customer is prepared to operate within the Guidewire Cloud model
- Challenge and identify ways to continuously improve our internal service management capabilities by understanding our customer’s unique needs
- Ability to clearly communicate functional and technical requirements to a remote team
- Contribute to a team environment that will have both local and remote leadership
- This role will be primarily remote. Occasional travel to customer sites and/or team events is up to 25%
- Guidewire Cloud is a service offering with defined contractual SLA’s. While the Technical Account Manager will work during normal business hours based on their home office location, occasional high priority work outside of established business hours may be necessary (i.e., to help with urgent customer issues)
Our take
Insurance is an age-old industry rooted in ancient technology. Despite the substantial power and revenue of these companies, their backend systems have become outdated, leading to rising relative costs. The challenge of modernizing such entrenched systems has been a significant hurdle for many insurers.
Guidewire is at the forefront of transforming Property and Casualty insurance by offering cutting-edge software solutions delivered via the cloud. The company is dedicated to evolving its offerings through close collaboration with its extensive customer base. This intimate engagement helps Guideire refine and enhance its cloud solutions to better meet the needs of it sclients.
Despite its successes in facilitating the cloud transition, the future may see the emergence of insurance providers built on entirely different infrastructures. Guidewire's ability to adapt and leverage its expertise and adapt will be crucial for maintaining its role as a leading technology provider.
Steph
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (2 rounds)
Mar 2008
$0.8m
SERIES C
Sep 2007
$24m
SERIES C
Total funding: $24.8m
Company HQ
South San Mateo, San Mateo, CA
Leadership
Mike Rosenbaum
(CEO, not founder)Prior to Guidewire, they led Product Management and Go-To-Market Strategy for core CRM products at Salesforce and served in the US Navy as a Submarine Officer.
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