Job Description

Customer Management

• Develop strategic account plans that expand the relationship and promote growth

• Drive cross-functional collaboration to accelerate adoption and value of current and future solutions

• Identify and pursue expansion opportunities aligned to customer goals

• Create trusted partnerships that result in engaged, customer advocates

• Lead executive level engagements focused on value creation

• Define and execute a renewal strategy that promotes growth and mitigates risk

• Promote operational excellence in portfolio, account and team management

• Develop depth and breadth of relationship within portfolio of customers, from C-level to IT and business users

• Understand customer priorities and identify common themes to report out and action

Responsibilities:

• Understand customer priorities and facilitate engagements to meet customer needs, align our overall strategies, and create meaningful relationships

• Recognize incremental sales opportunities across Guidewire solutions and partner with sales to ensure the customer objectives and value proposition are at the forefront

• Develop strong partnerships by providing positive customer experiences that drive mutual success and creates customer advocates

• Engage with customers to develop deep understanding of customer’s product experience and strategic business needs

• Know the customer “inside and out” and foster positive relationships with key customer stakeholders at senior and C-Suite level

• Serve as the voice of the customer and customer advocate to facilitate feedback and influence on Guidewire products and services

• Provide early insight and adoption recommendations for new products and product features

• Encourage adoption of Guidewire solutions to help customers achieve their business goals and maximize the value of their investments

• Take the lead in driving to a successful conclusion any customer issues or situations, involving other departments and individuals as necessary

• Create and manage customer success plans and account plans to manage external and internal relationships and strategies

• Facilitate executive discussions including business reviews, roadmap reviews, and strategic alignment

• Develop a deep and cross-functional understanding of the key business challenges and opportunities of your customers and portfolio

• Introduce new features and best practices to customers according to their business needs

• Ensure visibility of program and customer health both internally and with customer teams

• Manage commercial aspects of account relationships post initial sale, including defining a renewal strategy that promotes growth and mitigates risks

• Execute and manage contract negotiations and renewals

• Executive leadership and communication experience, with ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflict and engender honest feedback and appraisal

• At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI—empowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes.

Required Skills/Experience:

• 5+ years relevant experience (e.g., customer success, account management, sales, technology consulting or related position)

• French language communication fluency (speaking and writing) at the competency level necessary to conduct business meetings

• Knowledge of the P&C insurance space, industry trends and challenges, and the fundamental economics of an insurance company

• Passion for solving problems, thinking creatively, and delivering results

• Ability to build and manage C-suite relationships at customers

• Capable of quickly building trust and establishing deep relationships

• Ability to effectively connect and communicate with both business & IT stakeholders

• Executive leadership and communication experience, showing the ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflicting views and engender honest feedback and appraisal

• Demonstrated ability to work on multiple initiatives or accounts simultaneously under pressure

• Demonstrated account planning and management skills, including estimations, budgets, forecasting and coordination of multiple work streams

• Ability to travel as needed to client locations, industry events and company initiatives

• Demonstrated ability to embrace AI and apply it to your current role as well as data-driven insights to drive innovation, productivity, and continuous improvement.

Desired Skills:

• Knowledge of or experience with Guidewire InsuranceSuite is preferred

• Experience working with cloud-native solutions and/or cloud technologies for mission-critical applications

• Demonstrated coaching and change management experience – not just defining a plan but executing that plan successfully and adapting to obstacles or shifts in business priority

How Success is Measured - in both Regional Portfolio & Assigned Customers

• Financial:

  • % Annual Recurring Revenue (ARR) Growth

  • Meeting Retention Targets / Mitigating Churn Risk

  • Opportunity Influence & Increased Product Penetration

• Customer Relationships

  • NPS / CSAT

  • Sentiment & Health

  • Referencability / Advocacy

  • Success Planning

The Canadian CAD base salary range for this full-time position is $110,000 - $137,000 . Your base pay will depend on your experience, skills, education, training, and location among other factors. All full-time positions or part-time roles working 30 hours or more a week at Guidewire are eligible for benefits that support their health and well-being including health, dental, and vision insurance, paid time off, and a company sponsored retirement plan. In addition, some roles may be eligible for the annual company bonus plan, commissions, and/or long term incentive awards which are contingent on a variety of factors including, but not limited to, company and employee performance.