Duck Creek Technologies

The intelligent solutions provider defining the future of property and casualty (P&C) and general insurance

Senior Manager, Customer Success Architect

Customer Success ManagerCustomer SuccessFull TimeRemoteTeam 1,001-5,000Since 2000H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

3 days ago

Salary

$92K - $148.4K / year

Bachelor Degree6 yrs expEnglishAWSAzureCloudJavaKubernetesMicroservicesSQL.net

Job Description

• Provide mid-level leadership and mentorship for the Customer Success Engineering team. • Act as a primary liaison to customer and internal leadership, managing technical escalations, conducting status updates, and ensuring alignment during new implementations, platform upgrades, migrations or key customer events. • Partner with cross-functional teams to ensure adherence to technical standards and successful delivery of solutions. • Foster a culture of accountability, collaboration, and customer centricity to meet business goals. • Drive operational efficiency, automation, and continuous improvement of processes, tools, and standards. • Maintain deep expertise in Duck Creek products, SaaS infrastructure, and technical architecture to achieve customer centric solutions. • Oversee environment preparation, technical reviews, and upgrade strategies for Duck Creek’s OnDemand platform. • Manage upgrade deployments, go-lives, and technical cutover strategies while coordinating with cross-functional teams to minimize risks. • Ensure high availability, support disaster recovery plans, and compliance with operational standards across customer environments. • Build and maintain a knowledge base of issues and best practices to drive efficiency and reduce time-to-resolution for future upgrades. • Provide ongoing technical guidance to implementation teams, ensuring adherence to Duck Creek’s processes and best practices. • Partner with Customer Success Managers and Segment Leads to optimize team workload, capacity planning, and project timelines. • Present technical issues and strategies to customer executives, partner leadership, governance boards and CSE leadership to align solutions and improvement opportunities. • Support team members' professional development and provide constructive feedback to strengthen team capabilities. • Assist in project-oriented duties to mature the evolving practice of supporting customers’ technical implementations in the Customer Success Engineering group.

Job Requirements

  • Bachelor’s degree in a technical discipline or equivalent work experience in network administration, programming, or information systems.
  • 6+ years of experience as a technical or solution architect implementing SaaS software.
  • 3+ years of experience engaging with senior customer leadership and internal stakeholders.
  • Hands-on experience with DevOps practices, cloud environments (Azure/AWS), and container management (Kubernetes).
  • Strong understanding of enterprise SaaS infrastructure and multi-platform architectures.
  • Advanced degree in a technical or business discipline (preferred).
  • 3+ years of experience working with Duck Creek products (preferred).
  • Proficiency in .NET or Java, Azure or AWS frameworks, SQL Server, and Windows Server (preferred).
  • Certification in Azure/AWS architecture or equivalent (preferred).
  • Experience with microservices, containers, and infrastructure as code methodologies (preferred).
  • Experience in Cloud Native Evolutions and migrations (preferred).

Benefits

  • Flexible work environment
  • Medical, dental, vision, life and disability insurance
  • 401(k) Retirement Plan
  • Flexible Spending & Health Savings Account
  • Paid holidays, vacation, and volunteer time
  • Employee assistance program and other benefits.

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