Manager - Customer Success Operations - Remote

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. The Manager, Customer Success Operations will oversee and optimize the operations of the Customer Success team to drive customer satisfaction, retention, and growth, while collaborating with various departments to align customer success initiatives with organizational goals.

Responsibilities:

• Manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives
• Make tradeoffs between short-term customer needs and longer-term strategic investment
• Identify, action, and provide advice on improving business input metrics that drive growth and enhance customer experience
• Advocate as the voice of the customer internally, using data and anecdotes to drive prioritization and deliver value across customers
• Analyze data and trends to identify, action, and influence long-term strategies to maximize potential for assigned portfolio of customers
• Provide customized insights and recommendations, educate regarding relevant tools, products, and services, and deliver a positive experience with DCT
• Serve as the primary contact and interface between the CSM/CSE/OBGL teams and internal org (SaaS Operations, Product, Security, Engineering)
• Act as the day-to-day customer advocate, quality champion, and communication channel with customers, proactively communicating upcoming releases and issue impact
• Provide customer insight to engineering, product management, SaaS operations, and implementation teams to manage customer risk profiles
• Meet with customer leadership to understand additional requirements, integration roadmap, potential change controls/extensions, with an eye towards future sales opportunities
• Assist from a process perspective with all DCT contracts and renewals up to the point of contract negotiation and pricing, focusing on customer satisfaction
• Engage internal teams effectively and provide key business requirements to satisfy customer needs with high urgency

Requirements:

• Bachelor's degree or equivalent or equivalent work experience
• 5+ years of relevant customer success, business consulting, SaaS software implementation or sales experience or a combination of education and work experience with demonstrated success in customer success, SaaS operations, or sales with a deep understanding of SaaS, Go-To-Market and execution model (Strategy or Business Consulting, Business Development, Finance or other relevant experience)
• Strong influencing skills and ability to build lasting relationships
• Experience managing complex customer problems in a fast-growing, dynamic environment
• Experience influencing change management, problem resolution, and communicating complex ideas coherently to cross-functional groups
• Success in identifying business opportunities for clients and increasing adoption and utilization of company products
• Proven track record of building and cultivating relationships with internal and external stakeholders
• Effective communication, both verbal and written; ability to express ideas clearly, listen actively, and collaborate with colleagues and clients
• Ability to work effectively in teams, build positive relationships, and contribute to achieving common goals
• Problem-solving skills, including analyzing complex situations, identifying problems, and generating creative solutions
• Accountability and willingness to accept responsibility for actions and work
• Adaptability to change, embracing new technologies, and learning quickly
• Conduct with integrity and professionalism, understanding and modeling core values
• Visionary thinking and ability to develop a compelling vision for the future
• Emotional intelligence, understanding and managing emotions, and empathizing with others
• Team-building skills, including attracting and retaining top talent, delegating effectively, and fostering collaboration
• Commitment to the growth and development of team members
• Travel: 25%
• Work Authorization: Must be legally authorized to work in the country of the job location