We are looking for a Technical Account Manager (TAM) to join our Guidewire Customer Success and Alliances (CSA) organization. The Technical Account Manager will be based in the AMER region (US) and will report to a Manager in the Technical Account Management group.
We are Guidewire Software, and we're perhaps the best company to work for that you've never heard of. We are proud to be voted a “Top 3” employer on Glassdoor by our own employees and positioned as a market leader by industry experts like Gartner. We serve the second-largest financial services industry in the world (after banking), worth $2 trillion USD.
We build the core applications that companies use to sell insurance policies, settle claims, and bill their customers. We also have a portfolio of products serving the innovative needs of our customers in areas such as data management, digital online portals, and predictive analytics. We serve customers all over the world, helping them handle billions of dollars of business. This is a lucrative and underserved market, and we have grown rapidly through a combination of quality products, excellent service, innovative technology, and a passionate belief in our core values of rationality, collegiality & integrity.
Role
We’re looking for an experienced Technical Account Manager that can build and maintain a strong relationship with our Guidewire Cloud customers, and who can provide firm guidance and leadership to the various parties involved in the customer’s journey.
Guidewire TAMs engage at the start of a Guidewire Cloud customer’s journey. Your focus will be on technical & cloud platform enablement, preparing a customer for their go-live and subsequent production operations, and serving as a trusted advisor to ensure our customers attain the most value out of their Guidewire Cloud investment. With this focus in mind, a TAM serves as a primary liaison between the customer team and the Guidewire Product Development & Operations (PDO) team once the customer is successfully deployed into Production. In this role you will be an advocate for our customers, while simultaneously advocating the benefits of the service & operating model that defines the Guidewire Cloud service offering.
On a day-to-day basis, you may be involved in areas such as service management, SLA/SLO management, system restoration and escalation activity, cloud infrastructure, product update planning and execution, and “Devops” tasks such as build and release management. No matter what task you face on a given day, you will collaborate closely with an impressive team of peers whose primary goal is our customer’s success. We particularly value demonstrated leadership capability and presence, experience working in a Subscription service model, project management experience, excellent organization skills, negotiation skills, and of course the ability to work well as part of an overall team. Responsibilities
We live by our core principles of integrity, rationality, and collegiality. Your first responsibility is always to adhere to these principles in everything that you do.
This is a customer facing role and a priority is placed on exceptional customer service skills including but not limited to professional communication capability, timely response procedures, and understanding the sense of urgency that is characteristic of any production system setting.
Understand all aspects of the Guidewire Cloud operating model and work directly with our customers to ensure they understand and are prepared to successfully operate in this service-based subscription model.
Help coordinate real-world “table-top” exercises where you will partner with your customer and with internal Guidewire teams to identify key operational scenarios and walk through how all related parties will operate in a Production business setting.
Ability to complete Guidewire product certification on one or more Guidewire products at the “Business Analyst” level.
Work closely with all parties involved in implementation or cloud migration programs (including Guidewire Delivery Services, System Integration Partners, and customer resources) to effectively identify, coordinate, and manage tasks pertaining to the preparation and launch into Guidewire Cloud.
Advocate for the importance of our Cloud Assurance program and ensure customers understand our recommendations and are executing on those recommendations to optimize their Guidewire solutions.
Work with our Cloud Program Management function to ensure our Guidewire Cloud programs are adhering to our defined methodologies and best practices.
Once live in Production, take a leadership role alongside the customer and any implementation parties in stabilizing the Guidewire ecosystem and ensuring the customer is prepared to operate within the Guidewire Cloud model
Challenge and identify ways to continuously improve our internal service management capabilities by understanding our customer’s unique needs.
Ability to clearly communicate functional and technical requirements to a remote team.
Contribute to a team environment that will have both local and remote leadership.
This role will be primarily remote. Occasional travel to customer sites and/or team events is up to 25%.
Guidewire Cloud is a service offering with defined contractual SLA’s. While the Technical Account Manager will work during normal business hours based on their home office location, occasional high priority work outside of established business hours may be necessary (i.e., to help with urgent customer issues). Desired Skills and Experience
Preference will be given to candidates that have 8+ years of experience in one or more of the following settings:
Working in a Program Management type role within a corporate IT or consulting environment (Guidewire projects preferred)
Working as a Customer Success Manager across various business settings
Working in a managerial position with a Customer Support organization focused on production operations
Preference will be given to candidates that have 2+ years of applied project experience with Guidewire Core applications (PolicyCenter, ClaimCenter, BillingCenter, xEngage Digital, Data Management)
Strong communication and interpersonal skills
Applied Project Management experience
Demonstrated problem solving skills performed in a time-sensitive environment
Proven ability to influence customers and build relationships, both with “on the ground” resources and those in Management/Executive roles
Ability to quickly triage customer issues and prioritize tasks (i.e., differentiate between production issues and future enhancement work)
Experience working in an environment where cloud or off-premise enterprise applications have been utilized
Experience working with a “software as a service” offering and understanding the differences versus on-premise software
Experience with customer management, sales, and support systems such as Salesforce, Jira, Sharepoint, Confluence, and HighSpot
Fundamental Amazon Web Services (AWS) knowledge is nice to have
“DevOps” experience is nice to have Education qualifications
Bachelors’ Degree (B.S., B.A.) or equivalent from higher education institution
Authorized to work in U.S.
Our US base salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.
Additional Information
About Guidewire
Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloudservice. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world,run on Guidewire.
As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.
For more information, please visitwww.guidewire.comand follow us on Twitter:@Guidewire_PandC.
Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success. Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.
Disability Accommodations and Guidewire’s Appeals Process. Guidewire provides accommodations to the hiring process to create a fair opportunity for candidates with disabilities to contend for open positions. Accommodation requests should be directed to (650) 356-4940 or [email protected]. If things do not go as hoped, we invite you to use our appeals process. Guidewire promises to independently review any denied accommodation and any decision not to offer you the position. The appeals process is the same in either case. Within five business days of receiving a notice of denial of an accommodation, or receiving a notice of your non-selection for a vacancy, call (650) 356-4940 or e-mail [email protected] to make an appeal. Guidewire will assign a new decision-maker to review the request and/or hiring decision, who will then notify you in writing of a decision within 10 business days.
