Manager - Customer Success Management

Manage and develops the customer accounts:

• Manage 3+ medium/large OnDemand or OnPrem accounts.
• Develop and foster a trusted relationship with the Customer and SI partners.
• Meet with Customer leadership teams to understand their business goals and strategic priorities, including the preparation of customer success plans with an eye toward future sales opportunities and product expansion at time of renewal.
• Stay up to date with the latest features and updates of Duck Creek’s suite of products and services, conduct review sessions, and identify opportunities for upselling and cross-selling, including active management of NRR and GRR.
• Track renewals through their lifecycle, highlighting potential risks, and building strategic account plans to ensure success.
• Facilitate weekly, monthly, and quarterly customer governance meetings, including preparation of reports, governance decks and working with all parties to schedule customer sessions.
   

Ensures Customer Success and Reference-ability:

• Gather customer feedback by playing an active role in the NPS customer survey activities by encouraging customer feedback, assessing results, and developing measurable closed loop action plans.
• Understand what is required to make/keep the Customer a great reference and improve the end user experience by furthering customer adoption.
• Educate customers on new and existing functionalities (including engaging relevant DC teams to assist) and demonstrate how they can benefit the customer’s business to deliver value.
• Where issues arise, including pre and post go-live events, conduct lessons learned with various stakeholders to build action plans, coordinate improvements, and turn the account back to green.
• Act as primary contact point for Customer issues/questions and maintain regular contact with customers to ensure on time go-lives.
• Work with wider teams involved with the customer (e.g. services teams and partners) to collect and analyze customer feedback with the aim of identifying areas for improvement.
• Ensure customers are actively planning to adopt the latest version of Duck Creek software.

Interfaces between Customer/SI partner and Internal team:

• Proactively manage any potential risks and work with applicable resources to implement mitigation plans, including leveraging conformance reviews / delivery assurance process.
• Ensure all customer support cases logged (via SNOW) receive appropriate attention and urgency, including tracking of defect resolution in line with customer program timelines.
• Coordinate Customer-specific communication plans, test schedules, releases, and ticket priorities, etc., between Customers and internal and external stakeholders.
• Ensure transparency into Customer Health by providing a view of internal throughput on customer incidents and requests.
• Develop the tools / processes / procedures to grow and mature the business to allow for cost-effective future growth and scale.

• For OnDemand clients, develop and maintain Customer-specific portions of the runbook (e.g., communication plan/contacts).
• Provide feedback to Engineering teams on how to better enhance our products for Duck Creek customers.
• Review monthly metrics reports with Customers including SLA targets and actuals, volumetric performance data, major issues and outages.