Manager, Customer Success Engineer

Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek.

WHAT WE ARE ABOUT:

Duck Creek is an insurance industry leader, driving transformation and delivering modern SaaS solutions that help insurers set a new standard and revolutionize how consumers interact with insurance companies.

As a leading technology provider to the insurance industry, we don’t just build great software to help insurers conduct business. We deliver software with a fully managed service model that empowers insurance companies to transform their business. With Duck Creek OnDemand, insurers are introducing groundbreaking new products faster than ever before, making smarter data-driven decisions, enhancing the customer experience to meet evolving expectations, and adapting to shifting market conditions and regulatory requirements.

Duck Creek is proud to be a Remote-First employer, empowering our employees with the choice to work from an office, from home or on a hybrid schedule. Our remote-first environment fosters inclusion, collaboration, and ensures a consistent employee experience regardless of location. We support our employees in making a decision that allows them to be the most productive they can be both at work and at home.

If working in a fast paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries into a standard for innovation and open exchange sounds exciting, let us know.  We are excited for your career to be Made on Duck Creek.

Title: Manager, Customer Success Engineer

Location: India, Remote

WHAT YOU’LL DO:

• Be able to have technical discussions with data scientists and engineers and demonstrate the value of DCT in business discussions with company executives 
• Presenting product roadmaps and executive briefings, running QBRs, managing escalations, and conducting regular status calls  
• Work with the case resolution team and other core DCT teams to ensure that customer requests and escalations are resolved 
• Provide technical expertise and support solutioning and implementation, adhering to standards and driving customer satisfaction from time of customer onboarding throughout customer lifecycle 

• Work with the customer and implementation teams to support migrations from on-prem to OnDemand 
• Provide technical support for upgrades and deploying product released hot fixes 
• Technical understanding of products, infrastructure, versions, and upgrade approach 
• Provide guidance on deployment and customer-specific technical expertise 
• Attend QBR’s and customer governance meetings to support customer strategy, adoption, and usage 

• Understand how customers are using the products and collect feedback to improve products and service to supporting organizations 
• Participate in Solution Blueprint definition, review, and signoff on requirements sessions with customer, SA, SaaS Ops and implementation teams 
• Identify product expansion opportunities (e.g., driving more usage/consumption) 
• Provide support as needed to Technology Organization teams when customer specific implementation experience is required 
• Supports customer/SI development and maintenance of Project Technical Solution Architecture documents that define the agreed solution architecture for a project including scope, interface design, impacted components, risks and necessary trade-offs including finding areas for re-use 

• Provides ongoing support and guidance to implementation teams and ensuring they are compliant with Duck Creek OnDemand processes and best practices 
• Responsible for all technical / liaison communication with the Customers and serves as a bridge cross Customer Service Managers and Customers 
• Maintains/validates Customer Technical Runbook information cross clients and Duck Creek OnDemand 
• Creates and maintains client environment topology documentation 
• Works with the Account Manager and SI Team Lead to ensure conformance to DCOD processes and procedures 

• Manages environment dependencies with other OnDemand teams to ensure that these dependencies are met in timely and performant fashion 
• Interfaces directly with SI team and client resources to provide guidance and support 
• Works with Account Manager to measure and ensure compliance with monthly SLAs 
• Supports customer/SI development and maintenance of Project Technical Solution Architecture documents that define the agreed solution architecture for a project including scope, interface design, impacted components, risks and necessary trade-offs including finding areas for re-use 
• Reviews, comments, and approves deliverables created as part of the project delivery methodology ensuring they are in line to be implemented within the DCOD architecture. 

• Provides technical leadership to the project team to design the overall solution to remain within the boundaries of SaaS and to resolve ongoing technical issues within the project tied to Azure components. 
• Provides ongoing support and guidance to implementation teams and ensuring they are compliant with Duck Creek OnDemand processes and best practices. 
• Presents technical issues to technical governance boards inclusive of the Enterprise Architecture team when required for project decisions and communicates those decisions to the impacted teams inclusive of performing POCs to utilize new Azure / Cloud components to speed delivery. 
• Responsible for all technical / liaison communication with the Customers and serves as a bridge cross Service Managers and Customers. 
• Maintains/validates Customer Technical Runbook information cross clients and Duck Creek OnDemand. 

• Creates and maintains client environment topology documentation. 
• Works with the Account Manager and SI Team Lead to ensure conformance to DCOD processes and procedures. 
• Manages environment dependencies with other OnDemand teams to ensure that these dependencies are met in timely and performant fashion 
• Interfaces directly with SI team and client resources to provide guidance and support 
• Ensures contingency plans are in place during releases. 

• Ensures that environments support High Availability, and the DR plans are in place 
• Ensures HA / DR / PEN tests are conducted (and documented) at least annually 
• Works with Account Manager to measure and ensure compliance with monthly SLAs. 
• Utilize Tools like Dynatrace and Splunk to identify potential performance and code issues with Duck Creek’s OnDemand software. 
• Build knowledgebase of common issues / failures to eliminate repeatability and reduce time to get the customers back online. 

WHAT YOU’VE DONE:

Specialized Knowledge, Skills, and/or Abilities:

• Bachelor’s degree in technical discipline or equivalent experience with proven training in network administration, computer programming, or information systems degree and/or relevant experience 
• Minimum 5 years working in customer-facing technical role 
• Demonstrated emphasis on customer success and delivery focused results 

• Experience with SaaS related infrastructure and multiple platform architectures 
• Experience in Duck Creek or similar Product

WHAT WE STAND FOR 

Our global company celebrates & leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background. This collaborative and team-oriented approach is at the core of how we operate and continuously improve our products, services, and systems.  As such, Duck Creek is committed to providing equal opportunity to all employees and applicants – to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status. 

We strive to be an example to the world of inclusion, diversity, and equity in all things – where employees are free to be their authentic selves in the workplace and in the communities in which we live. We believe in leading by example and are proud of the diversity of our team and our shared commitment to our Core Values: We Prioritize Respect; We Listen; We Care; We Add Value; and We Lead.

To learn more about our inclusive company culture, values, DE&I initiatives, and people, please visit: https://www.duckcreek.com/life-at-duck-creek/

Please let us know if you encounter accessibility barriers with our web content by sending an email to accessibility@duckcreek.com.

Duck Creek Technologies does not accept, nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes.

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