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Manager, Customer Success Engineer
@LE008 Duck Creek Technologies India LLP
[Hiring] Manager, Customer Success Engineer @LE008 Duck Creek Technologies India LLP
Apr 01, 2025 - LE008 Duck Creek Technologies India LLP is hiring a remote Manager, Customer Success Engineer. 💸 Salary: unspecified. 📍Location: India.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
This role involves managing customer success engineering efforts to ensure customer satisfaction and effective implementation of Duck Creek Technologies (DCT) solutions.
- Engage in technical discussions with data scientists and engineers, demonstrating the value of DCT in business discussions with company executives.
- Present product roadmaps and executive briefings, run QBRs, manage escalations, and conduct regular status calls.
- Collaborate with the case resolution team and other core DCT teams to ensure customer requests and escalations are resolved.
- Provide technical expertise and support solutioning and implementation, adhering to standards and driving customer satisfaction throughout the customer lifecycle.
- Support migrations from on-prem to OnDemand with customer and implementation teams.
- Provide technical support for upgrades and deploying product released hot fixes.
- Maintain technical understanding of products, infrastructure, versions, and upgrade approaches.
- Attend QBRs and customer governance meetings to support customer strategy, adoption, and usage.
- Collect feedback on product usage to improve products and services.
- Participate in Solution Blueprint definition, review, and signoff on requirements sessions with customers, SA, SaaS Ops, and implementation teams.
- Identify product expansion opportunities to drive more usage/consumption.
- Support Technology Organization teams when customer-specific implementation experience is required.
- Support customer/SI development and maintenance of Project Technical Solution Architecture documents.
- Provide ongoing support and guidance to implementation teams, ensuring compliance with Duck Creek OnDemand processes and best practices.
- Manage all technical communication with customers, serving as a bridge between Customer Service Managers and customers.
- Create and maintain client environment topology documentation.
- Work with the Account Manager and SI Team Lead to ensure conformance to DCOD processes and procedures.
- Manage environment dependencies with other OnDemand teams to ensure timely and performant delivery.
- Ensure contingency plans are in place during releases and that environments support High Availability and DR plans.
- Utilize tools like Dynatrace and Splunk to identify potential performance and code issues with Duck Creek’s OnDemand software.
- Build a knowledge base of common issues/failures to reduce time to restore customer service.
Qualifications
- Bachelor’s degree in technical discipline or equivalent experience with proven training in network administration, computer programming, or information systems.
- Minimum 5 years working in a customer-facing technical role.
- Demonstrated emphasis on customer success and delivery-focused results.
- Experience with SaaS-related infrastructure and multiple platform architectures.
- Experience in Duck Creek or similar product.
Requirements
- Specialized knowledge, skills, and/or abilities in technical disciplines.
Benefits
- Remote-first work environment with flexible working options.
- Inclusive culture that celebrates diversity and promotes equal opportunity.
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| 📍 | Be aware of the location restriction for this remote position: India |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
India
|
|
Job Type
full-time
|
Posted
Apr 01, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: India |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
