Associate Manager - Customer Success Engineer - Remote

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

WHO WE ARE:  

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies.   

Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most. Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance.  

We have a flock of more than 1,800 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location.  

If working in a fast-paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries sounds exciting, let us know. We are excited you are considering Duck Creek as a future employer and hope you decide to join “The Flock”!  

To learn more about us, visit www.duckcreek.com and follow us on our social channels for the latest information – LinkedIn and Twitter. 

Title: Customer Success Engineer , Associate Manager

WHAT YOU’LL DO:  

The Customer Success Engineer, Associate Manager will serve as the trusted technical advisors for customers within a specialized segment and/or region.

• Identify product expansion opportunities (e.g., driving more usage/consumption)
• Understand how customers are using the products and collect feedback to improve products and service to supporting organizations
• Manages environment dependencies with other OnDemand teams to ensure that these dependencies are met in timely and performant fashion
• Work with the customer and implementation teams to support migrations from on-prem to OnDemand
• Ensures contingency plans are in place during releases.
• 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.
• Creates and maintains client environment topology documentation
• Work with the case resolution team and other core DCT teams to ensure that customer requests and escalations are resolved
• 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.
• Be able to have technical discussions with data scientists and engineers and demonstrate the value of DCT in business discussions with company executives
• 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
• Provide guidance on deployment and customer-specific technical expertise
• Utilize Tools like Dynatrace and Splunk to identify potential performance and code issues with Duck Creek’s OnDemand software.
• Interfaces directly with SI team and client resources to provide guidance and support
• Works with the Account Manager and SI Team Lead to ensure conformance to DCOD processes and procedures
• 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
• Provide support as needed to Technology Organization teams when customer specific implementation experience is required
• Maintains/validates Customer Technical Runbook information cross clients and Duck Creek OnDemand.
• 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
• Creates and maintains client environment topology documentation.
• 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
• Provide technical support for upgrades and deploying product released hot fixes
• Provides ongoing support and guidance to implementation teams and ensuring they are compliant with Duck Creek OnDemand processes and best practices
• Presenting product roadmaps and executive briefings, running QBRs, managing escalations, and conducting regular status calls 
• Provides ongoing support and guidance to implementation teams and ensuring they are compliant with Duck Creek OnDemand processes and best practices.
• Build knowledgebase of common issues / failures to eliminate repeatability and reduce time to get the customers back online.
• Attend QBR’s and customer governance meetings to support customer strategy, adoption, and usage
• Technical understanding of products, infrastructure, versions, and upgrade approach
• Responsible for all technical / liaison communication with the Customers and serves as a bridge cross Service Managers and Customers.
• 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
• Works with Account Manager to measure and ensure compliance with monthly SLAs.
• Provide technical expertise and support solutioning and implementation, adhering to standards and driving customer satisfaction from time of customer onboarding throughout customer lifecycle
• Ensures HA / DR / PEN tests are conducted (and documented) at least annually
• Ensures that environments support High Availability, and the DR plans are in place
• 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.
• Participate in Solution Blueprint definition, review, and signoff on requirements sessions with customer, SA, SaaS Ops and implementation teams

WHAT YOU’VE DONE:  

• 3+ years of experience with Cloud Environment (Azure/AWS) and Container management(Kubernetes)
• Experience with enterprise applications
• Bachelor’s degree in a technical discipline or equivalent experience with proven training in network administration, computer programming, or information systems degree and/or relevant experience
• Hands-on experience in DevOps
• Demonstrated emphasis on customer success and delivery focused results
• Must have experience in SQL Server and Windows Server.
• Minimum 5 years working in customer-facing technical role
• Experience with SaaS related infrastructure and multiple platform architectures
• Solid understanding of software development best practices (e.g. Microservices, Containers, Infrastructure as Code)
• Must have experience with .NET (or Java) and Azure (or AWS) framework

Other

• Travel: Up to 25%
• Work Authorization:  Legally authorized to work in the country of the job location

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 [email protected]. 

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