Technical Account Manager

Summary

We are seeking a highly motivated Technical Account Manager (TAM) to join Guidewire Software's Customer Success & Alliances (CSA) organization. This remote position within the US will report to a Director in the Technical Account Management group.

Guidewire Software is a recognized market leader in the $2 trillion P&C insurance industry, serving over 540 insurers in 40 countries. We develop core applications for selling policies, settling claims, and customer billing, alongside innovative products in data management, digital portals, and predictive analytics. Our success is built on quality products, excellent service, innovative technology, and core values of rationality, collegiality & integrity.

Role Overview

As a Technical Account Manager, you will build and maintain strong relationships with our cloud customers throughout their entire lifecycle. This includes engagement during the cloud implementation phase, guiding them on the path to Production, and ensuring successful ongoing production operations. You will serve as a primary liaison between customer teams and internal Guidewire organizations, ensuring mutual understanding and adherence to obligations for successful Guidewire Cloud service operation.

You will act as both an advocate for our customers and for the benefits of our cloud service operating model. Daily tasks may involve technical feature education, service management, SLA/SLO management, escalation and incident engagement, cloud infrastructure guidance, product update planning, and DevOps tasks like build and release management. Collaboration with peers to ensure customer success is paramount. Strong leadership, experience in a Subscription SaaS model, project management, organizational skills, and negotiation abilities are highly valued.

Key Responsibilities

• Adhere to Guidewire’s core principles of integrity, rationality, and collegiality.
• Provide exceptional customer service, including professional communication, timely responses, and understanding the urgency of enterprise production systems.
• Understand and ensure customers are prepared for successful operation within our SaaS service-based subscription model.
• Utilize foundational knowledge of Guidewire core products and Cloud Platforms for technical enablement.
• Advocate for Cloud standards and guide customers in optimizing their Guidewire solutions.
• Collaborate with Cloud Program Management to ensure adherence to methodologies and best practices.
• Lead stabilization efforts post-production launch, ensuring customers are ready for defined production operations.
• Help define and implement strategies to optimize our operational engagement model for Cloud customers.
• Assist with incident management, escalations, ticket hygiene, and cross-team information sharing.
• Provide data and insights on production operational tasks, including SLA management, Guidewire Credit optimization, and incident performance.
• Support customers through the Cloud Update process to maintain compliance with release standards.
• Continuously improve internal service management capabilities based on customer needs.
• Clearly communicate functional and technical concepts in a remote/distributed environment.

Desired Skills & Experience

• 4+ years of experience as a Technical Account Manager in a SaaS/cloud company, Customer Success Manager, or in technical customer support for SaaS production.
• 2+ years of applied project experience with Guidewire applications (PolicyCenter, ClaimCenter, BillingCenter, Digital xEngage, Data Management, InsuranceNow).
• Comfortable in a dynamic role with varied daily tasks.
• Strong command of English with excellent communication and interpersonal skills.
• Applied project management experience.
• Demonstrated problem-solving skills in time-sensitive environments.
• Proven ability to influence customer behavior and build relationships with technical and business stakeholders.
• Ability to triage and prioritize customer issues (production vs. development).
• Experience with SaaS offerings and understanding differences from on-premise solutions.
• Proficiency with customer and support systems like Salesforce, Jira, Google Enterprise, Confluence, and Slack.
• AWS Practitioner Certification is desired.
• Applied DevOps experience is a plus.

Requirements

• Hybrid position with up to 25% travel to customer locations.
• Bachelor’s Degree (B.S., B.A.) or equivalent.
• Authorized to work in the United States.

Key skills/competency

• Technical Account Management
• SaaS Cloud Services
• Customer Relationship Management
• Incident Management
• Project Management
• AWS Cloud
• DevOps Practices
• Guidewire Platform
• SLA Management
• Customer Advocacy