Guidewire Software · 8 hours ago
Technical Account Manager
United States
Full-time
Hybrid
Mid, Senior Level
$116K/yr - $174K/yr
4+ years expGuidewire Software is a leading company in the financial services industry, providing core applications for insurance companies. The Technical Account Manager will build and maintain strong relationships with cloud customers, ensuring successful implementation and ongoing operations of the Guidewire Cloud service.
Enterprise SoftwareInsurTechSoftware
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 enterprise production systems
Understand all aspects of our production operating model(s), and work directly with our customers to ensure they understand and are prepared to successfully operate in our SaaS service-based subscription model
Utilize a foundational knowledge of Guidewire core products and our Cloud Platform(s) to communicate with and enable customers on important technical features
Advocate for the importance of our Cloud standards, 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 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 defined production operations model
Help to define and implement strategies to optimize our operational engagement model for Cloud customers
Assist customers with the incident management process, including escalations and clarifications, ticket hygiene, and sharing of information between Guidewire teams and customer teams when cross-collaboration is required
Provide data and insights on production operational tasks such as SLA management, Guidewire Credit optimization and usage, incident management performance, scheduled maintenance, and comprehension of official technical standards and directives as communicated by Guidewire
Assist customers with the Cloud Update process to ensure they remain compliant with our release standards
Challenge and identify ways to continuously improve our internal service management capabilities by understanding our customers’ unique needs
Ability to clearly communicate functional and technical concepts while working in a remote/distributed environment
Qualification
Required
This is a hybrid position that will require travel to a customer location not to exceed 25% travel
Bachelors' Degree (B.S., B.A.) or equivalent from a higher education institution
Authorized to work in the United States
Preferred
4+ years of experience in one or more of the following settings: Work as a Technical Account Manager in a SaaS provider or cloud-based software company, Work as a Customer Success Manager across various business settings, Work as a Customer Support representative in a technical environment which included working with hardware or software solutions, Work within a Customer Support organization focused on SaaS production support/operations
2+ years of applied project experience with Guidewire applications (PolicyCenter, ClaimCenter, BillingCenter, Digital xEngage, Data Management, InsuranceNow)
Comfort being in a dynamic role that may not be the same 'day to day'
Strong command of the English language with excellent communication and interpersonal skills
Applied project management experience
Demonstrated problem solving skills performed in a time-sensitive environment
Proven experience influencing customer behavior and building relationships, both with technical resources and those in business or management roles
Ability to quickly triage customer issues and prioritize tasks (i.e., differentiate between production issues and development issues)
Experience working with a SaaS 'software as a service' offering and understanding key differences versus on-premise software solutions
Experience with customer and support systems such as Salesforce, Jira, Google Enterprise, Confluence, and Slack
Amazon Web Services (AWS) Practitioner Certification is desired
Applied 'DevOps' experience is nice to have
Benefits
Health, dental, and vision insurance
Paid time off
Company sponsored retirement plan
Annual company bonus plan
Commissions
Long term incentive awards
Company
Guidewire Software
Guidewire Software provides core back-end systems software to the global property, casual and worker's compensation insurance industry.
1001-5000 employees
H1B Sponsorship
Guidewire Software has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (79)
2024 (80)
2023 (85)
2022 (117)
2021 (108)
2020 (148)
Funding
Current Stage
Public CompanyTotal Funding
$624.75M2024-10-15Post Ipo Debt· $600M
2012-01-25IPO
2008-03-28Series C· $0.75M
Leadership Team
Mike Rosenbaum
CEO
Shaji Sethu
Senior Vice President and General Manager APAC
Recent News
2026-01-16
Company data provided by crunchbase