Job Description
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 enterprise production systems.
Understand all aspects of our production operating model(s), and work directly with our customers to ensure they understand and are prepared to successfully operate in our SaaS service-based subscription model.
Utilize a foundational knowledge of Guidewire core products and our Cloud Platform(s) to communicate with and enable customers on important technical features.
Advocate for the importance of our Cloud standards, 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 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 defined production operations model.
Help to define and implement strategies to optimize our operational engagement model for Cloud customers.
Assist customers with the incident management process, including escalations and clarifications, ticket hygiene, and sharing of information between Guidewire teams and customer teams when cross-collaboration is required.
Provide data and insights on production operational tasks such as SLA management, Guidewire Credit optimization and usage, incident management performance, scheduled maintenance, and comprehension of official technical standards and directives as communicated by Guidewire.
Assist customers with the Cloud Update process to ensure they remain compliant with our release standards.
Summarize and organize tasks and processes which require handoff between the local Bengaluru office and our key operating regions including Americas/Canada, Europe, and Asia Pacific.
Challenge and identify ways to continuously improve our internal service management capabilities by understanding our customers’ unique needs.
Ability to clearly communicate functional and technical concepts while working in a remote/distributed environment.
Desired Skills/Experience:
Preference will be given to candidates that have 6+ years of experience in one or more of the following settings:
Work as a Technical Account Manager in a SaaS provider or cloud-based software company
Work as a Customer Success Manager across various business settings
Work as a Customer Support representative in a technical environment which included working with hardware or software solutions
Work within a Customer Support organization focused on SaaS production support/operations
Preference will be given to candidates that have 4+ years of applied project experience with Guidewire applications (PolicyCenter, ClaimCenter, BillingCenter, Digital xEngage, Data Management, InsuranceNow)
Comfort being in a dynamic role that may not be the same “day to day”
Strong command of the English language with excellent communication and interpersonal skills.
Demonstrated problem solving skills performed in a time-sensitive environment
Proven experience influencing customer behavior and building relationships, both with technical resources and those in business or management roles
Ability to quickly triage customer issues and prioritize tasks (i.e., differentiate between production issues and development issues)
Experience working with a SaaS “software as a service” offering and understanding key differences versus on-premise software solutions
Experience with customer and support systems such as Salesforce, Jira, Google Enterprise, Confluence, and Slack
Amazon Web Services (AWS) Practitioner Certification is desired
Applied “DevOps” experience is nice to have
