Transforming Careers and Industries.
">
Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations.
">
Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies. Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most.
">
We have a flock of more than 1,800 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location.
">
Our team members play a critical role in shaping the future of the insurance industry. As a key member of our Customer Success family, you will be responsible for managing and developing multiple medium/large Duck Creek OnDemand and OnPrem accounts. You will act as the primary contact and trusted advisor for your customers and provide an interface between the Customer/System Integration (SI) partner(s), and internal Duck Creek teams.
">
As a high-performing SMCS, you will turn our customers' pain points into success plans, working across all arms of the Duck Creek organization to continually drive success. You will manage customer support cases logged via SNOW, ensuring appropriate attention and urgency, including tracking of defect resolution in line with customer program timelines.
">
You will also coordinate customer-specific communication plans, test schedules, releases, and ticket priorities, etc., between Customers and internal and external stakeholders. This includes ensuring transparency into Customer Health by providing a view of internal throughput on customer incidents and requests.
">
Required Skills and Qualifications:
">
">
* 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.
">
* Work Experience: 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.
">
* Leadership Experience: 1-3 years (preferred).
">
">
Benefits:
">
">
* Flexible work arrangements, including remote work options.
">
* A culture of inclusion, diversity, and equity.
">
* Opportunities for professional growth and development.
">
* A competitive compensation package.
">
* Comprehensive benefits, including medical, dental, and vision coverage.
">
* 401(k) plan with company match.
">
">
Others:
">
">
* Travel: 10-25%.
">
* Work Authorization: Legally authorized to work in the country of the job location.
">
">
Education and Work Experience: It is expected that the successful candidate will have a 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. A minimum of 6+ years of functional and technical knowledge of SaaS platforms is required. Preference will be given to those with Duck Creek Suite and Platform knowledge and experience. The ideal candidate will also have experience in a customer-facing, service-oriented role and leadership experience.
">
Specialized Knowledge, Skills, and/or Abilities: The ideal candidate will have excellent communication skills, both written and oral, ability to communicate with sales, executives, and customers. They must also be able to explain complex technical concepts to non-technical audiences, articulate and present technical solutions to prospects/customers during sales processes, demonstrate exceptional customer service and organizational skills, and work efficiently independently and in a team environment.