Job Description

Responsibilities:

● Handle and resolve internal customer requests via Salesforce cases, providing top-tier support.

● Efficiently prioritize and manage multiple time-sensitive cases simultaneously with strong accountability and minimal supervision

● Prepare, review, and approve sales and contractual documents (e.g., Statements of Work, Work Orders, Change Orders, Proposals, RFIs, and estimates) for both standard and custom deals, ensuring compliance with Guidewire’s policies.

● Support global field consultants with invoicing and month-end billing processes.

● Address and resolve employee inquiries regarding resource assignments, expenses, travel policies, and other operational topics.

● Assist with project set-up, tracking, and maintenance within our Professional Services Automation (PSA) tool.

● Collaborate cross-functionally with key stakeholders (Professional Services, Finance, and Legal) to resolve or approve customer rates and billing discrepancies promptly.

● Create and manage customer-facing annual rate increase notifications and update internal systems with the latest rates as needed.

● Lead and implement process improvements to enhance organizational efficiency.

Required skills and experience:

● 3-5 years combined experience in Professional services operations or Professional Services.

● Some background in invoicing, billing, and/or financial analysis.

● Must be able to read and interpret contractual language with regards to project set-up details (i.e., rates, start and end dates, expense policies, etc.).

● Experience with basic project management (i.e., defining goals, tracking progress, reporting status, and meeting milestones).

● Experience with basic system administration tasks.

● Experience with Salesforce.com desired

● Proficiency in Google Gmail, Documents, and Sheets

● Excellent communication and active listening skills. Comfortable talking to internal customers via email, chat, or phone.

● Ability to work both in a small team environment with shared responsibilities and independently with little or no supervision direction, while demonstrating collegiality.

● Outstanding attention to detail with a strong ethic of personal responsibility.

● Great problem-solving, analytical, and organizational skills.

● During month-end and quarter-end periods, a flexible schedule may be necessary to provide support to customers across different time zones.