Engagement Manager- Professional Services DACH

Engagement manager - Professional Services DACH

Location: Remote EU. You have flexibility to choose where you are located and work on complex enterprise software implementation/integration projects on customer site. Location choices include: the DACH region (Germany, Switzerland), France, Italy, Spain, UK, Ireland, Poland


About Guidewire: 

Guidewire exists to deliver the software that P/C insurers need to adapt and succeed in a time of rapid industry change, and to ensure that every customer succeeds in the journey. We believe that P/C insurance plays a vital role in protecting people and business, and in enabling society to function. We specialize in serving P/C insurers exclusively, with a focused commitment that puts customer success above all else.

Our core competency is software development. We serve a global community of 420+ insurers in 30 countries, holding ourselves accountable for ensuring that our customers have the right technology to execute on their promises to policyholders over the long term. We invest heavily in R&D to build a technology platform that combines three elements—core processing, data and analytics, and digital engagement—to enhance insurers’ ability to engage and empower their customers and employees.


The Professional Services Organization: 

We deploy small, highly-skilled team of functional and technical consultants/experts.  We send a small team of Subject Matter Experts who work in tandem with the insurance company’s internal team, and partners, to address their needs, and become a trusted technical advisor and mentor.  Our software is incredibly complex and well-tested – over 2,000 person years’ invested in our products so far. 

Customer Success through collaboration on-site.  To accomplish that we employ a flexible travel schedule of traveling to the customer on Mondays to return on Thursday which has been called the 3-4-5 in the industry: 3 nights away, 4 days onsite, with the fifth day working from home.  We have a Global Mobility team to ensure you have the right support. 

The role: Engagement Manager

An Engagement Manager’s main focus includes customer relationship responsibilities for Services' roles in all Guidewire software implementation projects -- Guidewire-led, Customer-led, or Partner-led.

Main role:

•Accountability for assigned set of customers to include oversight of projects and ensuring customer satisfaction

•Responsible for forecasting and financials for assigned set of customers

•Responsible for maintaining liaison with sales lead, customer and partner, where applicable

•Organize and oversee headcount and resource allocation and project staffing requests (Financial Force)

•Coordinate with other Engagement Managers and Directors to resolve staffing conflicts

•Organize and participate in POCs and Pre-Inceptions and program schedule for customers and prospects

•Act as escalation for customers and project team members assigned to customers

•Responsible for creation and distribution of relevant status reports for assigned account(s) ● Execute project health checks as needed for assigned accounts to help ensure project success

Business and Financial Acumen

Provides effective financial management and control of project resources in compliance with policies, procedures, standards, and regulations.

•Ability to understand the GW business, insurance industry and P/L at the customer account level and make financial decisions that improve business results or bring to desired outcomes

•Reviews and approves WO's, SOW's within a certain threshold for projects in portfolio

•Reviews and approves WO's, SOW's, Proposals and RFP estimates within a certain threshold for projects in portfolio


Competencies required to be successful:

Relationship Management

Develops, maintains, and strengthens relationships with customers, partners, employees, and other stakeholders to deliver exceptional results. Fosters productive, supportive interactions to optimize stakeholder engagement, conflict resolution, and beneficial outcomes.

•Possesses the ability to develop, maintain and strengthen the relationship with assigned customer accounts and relevant partners while balancing customer satisfaction along with optimizing stakeholder engagement

External: Key existing customer contacts and prospects; partners Internal: Sales, Finance

Program Management

Ability to serve as escalation point for customers and possesses the ability to plan and manage a set of related projects within a program of business change, to manage their interdependencies in support of specific business strategies and objectives.

•Possesses the ability to manage and coordinate multiple complex programs and projects with multiple dependences to internal and external entities


Communication

Communicates information openly and fairly to all stakeholders in a timely fashion. Clearly conveys and receives information and ideas to interact effectively with individuals or groups. Demonstrates strong written and verbal presentation skills.


Influence & Decision making

Ability to utilize strategic influence and decision making skills while gaining support and commitment from various stakeholders to achieve a desired course of action consistent with Guidewire's goals and objectives.

•Possesses the ability to communicate and drive executive-level discussions as well as build trust and confidence with C-level leadership with existing customers and partners

Intermediate to Senior 


Meet Some of Guidewire's Employees

Olga B.

Product Management Manager

Olga encourages and empowers her team to recognize and interpret customer needs so that their important input can be incorporated into continuous product evolution.

Terese V.

UX Designer

Terese helps create products for customers by researching new and existing technologies, conducting in-depth user testing, and collaborating with developers to integrate her findings into project processes.


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