Duck Creek Payments · 2 days ago
Director, Customer Success Engineering
United States
Full-time
Hybrid
Mid, Senior Level
$103K/yr - $184K/yr
5+ years expDuck Creek Technologies is an intelligent solutions provider reshaping the property and casualty insurance industry. The Director, Customer Success Engineering leads a regional team, ensuring strategic alignment and operational excellence in customer engagement, while driving collaboration and implementing best practices to maximize customer satisfaction with Duck Creek’s solutions.
Developer ToolsEnterprise SoftwareFinTechInformation TechnologySaaS
Responsibilities
Provide leadership for Customer Success Engineering initiatives, including technical solutioning, upgrades, and OnPrem-to-OnDemand migrations
Act as a trusted technical advisor, facilitating high-level customer engagements and managing escalations effectively
Support the implementation of Customer Success Engineering strategies aligned with organizational goals
Partner with cross-functional teams to ensure adherence to technical standards and successful delivery of solutions
Drive efficiency and scalability through process improvement, automation, and best practice adoption
Monitor and report on KPIs, ensuring transparency and accountability across teams
Foster a culture of ownership and accountability to achieve customer and organizational objectives
Manage and mentor regional teams, focusing on talent development and performance management
Support technical roadmaps and provide guidance for solution architecture tailored to customer requirements
Oversee regional personnel planning, hiring, and resource allocation to meet demand
Collaborate with peers in Sales, Services, Product, Engineering, and other departments to enhance customer satisfaction
Maintain an in-depth knowledge of Duck Creek’s solutions and their application to customer needs
Ensure smooth execution of customer upgrades, migrations, and technical escalations
Perform all other duties and activities as required
Qualification
Required
Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field, or equivalent work experience
Minimum of 5 years of experience in customer success, solution architecture, or technical consulting within enterprise software organizations
At least 5 years of technical team leadership experience in a regional or global capacity
Proven expertise in managing customer escalations and delivering technical solutions
Strong leadership skills with a focus on team development and regional execution
In-depth knowledge of SaaS infrastructure and enterprise software deployment models
Advanced problem-solving skills and a customer-centric approach to technical challenges
Excellent collaboration and relationship-building capabilities across functional teams
Strong communication and presentation skills to engage diverse audiences
Comprehensive understanding of customer success metrics and best practices
Data-driven decision-making abilities supported by analytical expertise
Proficiency in project management methodologies and frameworks
Strategic mindset with the ability to align regional objectives with organizational goals
Emotional intelligence to navigate team dynamics and resolve conflicts effectively
Commitment to fostering diversity, equity, and inclusion within the team and organization
Adaptability and resilience in managing dynamic business challenges
Visionary thinking to address emerging technologies and trends
Passion for professional growth and a continuous learning mindset
Accountability for achieving measurable outcomes and delivering value
Resilience and composure under pressure, driving change and improvement when needed
Travel: 10%
Work Authorization: Must be legally authorized to work in the country of the job location
Preferred
Master's degree in a relevant field or equivalent professional certification
Experience with SaaS platforms, cloud infrastructure, and enterprise-level software solutions
Industry experience in insurance or financial technology
Benefits
Flexible work environment
Medical, dental, vision, life, and disability insurance
401(k) retirement plan with match (6% employer match up to $12,000 annually)
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
Paid holidays, vacation, and volunteer time
Employee Assistance Program (EAP)
Company
Duck Creek Payments
Leveraging and connecting to payment services can be a stumbling block for insurers.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$16.7MKey Investors
AdditionBackBone VenturesPostFinance
2023-01-05Acquired
2021-06-22Series A· $11.94M
2020-06-30Seed· $2.16M
Leadership Team
Mark Jerome
Co-founder and Engineering Tech Lead
Oliver Werneyer
Board Member
Company data provided by crunchbase