Senior Manager, Customer Success Architect

📋 Description

• • As a Senior Manager, Customer Success Architect at Duck Creek Technologies, you will be a pivotal leader within the Customer Success Engineering (CSE) group, driving the technical success and strategic adoption of our intelligent insurance solutions for property and casualty (P&C) and general insurance clients.
• • This role is instrumental in mentoring and guiding a team of Customer Success Engineers, ensuring they are equipped to provide exceptional technical expertise and support to our diverse customer base.
• • You will be responsible for overseeing complex technical engagements, from initial implementation and platform upgrades to migrations and ongoing optimization, ensuring that solutions not only meet but exceed customer business objectives and technical requirements.
• • A key aspect of this position involves acting as a primary technical liaison, effectively managing escalations, conducting detailed status updates, and fostering strong alignment between customers and internal leadership during critical project phases.
• • You will collaborate closely with cross-functional teams, including product, engineering, sales, and customer success management, to uphold enterprise technical standards, drive the successful delivery of solutions, and champion a culture of accountability, collaboration, and unwavering customer centricity.
• • This role demands a proactive approach to driving operational efficiency, identifying opportunities for automation, and continuously improving the processes, tools, and standards that govern our customer success engineering practices.
• • Maintaining deep, up-to-date expertise in Duck Creek products, our SaaS infrastructure, and overarching technical architecture is crucial for developing and delivering customer-centric solutions that leverage the full potential of our platform.
• • You will play a critical role in overseeing the preparation of customer environments, conducting thorough technical reviews, and developing robust upgrade strategies for Duck Creek’s OnDemand platform, ensuring seamless transitions and minimal disruption.
• • Managing the deployment of upgrades, coordinating go-live activities, and executing technical cutover strategies require meticulous planning and cross-functional coordination to mitigate risks and ensure successful outcomes.
• • Ensuring the high availability of customer environments, supporting disaster recovery plans, and maintaining compliance with stringent operational standards are fundamental responsibilities of this position.
• • You will be instrumental in building and maintaining a comprehensive knowledge base of common issues, resolutions, and best practices, thereby enhancing team efficiency and reducing time-to-resolution for future customer engagements.
• • Providing ongoing, expert technical guidance to implementation teams, ensuring strict adherence to Duck Creek’s established processes and best practices, is essential for consistent project success.
• • Partnering effectively with Customer Success Managers and Segment Leads is vital for optimizing team workload, ensuring accurate capacity planning, and managing project timelines efficiently.
• • Presenting complex technical issues, strategic recommendations, and improvement opportunities to customer executives, partner leadership, governance boards, and CSE leadership will be a regular part of the role, requiring clear and persuasive communication.
• • You will actively support the professional development of your team members, providing constructive feedback, coaching, and mentorship to strengthen individual and collective team capabilities.
• • This role also involves contributing to project-oriented duties aimed at maturing and evolving the practice of supporting customers’ technical implementations within the Customer Success Engineering group, driving innovation and best practices.
• • The Senior Manager, Customer Success Architect will be a key contributor to ensuring our customers achieve maximum value from their investment in Duck Creek, solidifying our position as a trusted partner in their digital transformation journey.
• • You will be expected to travel up to 25% to engage with customers and internal stakeholders, fostering strong relationships and driving technical alignment.
• • This role requires a proactive, strategic, and technically adept leader who can navigate complex challenges, inspire a high-performing team, and contribute significantly to Duck Creek’s mission of transforming the insurance industry through intelligent, cloud-based solutions.