Customer Success Onboarding Manager

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 Onboarding Manager

WHAT YOU’LL DO:

The Onboarding Manager is responsible for ensuring that the customer completes their go-live successfully and on time. They act as the primary contact point for onboarding and go-live issues and questions and ensuring that the customer is fully equipped with all the relevant information required for a successful product adoption. They work closely with the rest of the Customer Success team to achieve this.

• Acts as the primary contact point for Onboarding/Go-Live issues/questions and interfaces between the Customer/SI partner, Success Manager and the OnDemand Operations team
• Works with the stakeholders and sponsors to ensure detailed contract understanding
• Participates and/or leads key governance meetings including Sales to Success Transition, Customer Kick-Off and Onboarding introduction
• Uses project management software to setup and refine project implementation & Adoption Playbook projects
• Facilitates customer Onboarding education through courses, follow-ups, tabletop reviews and refreshers
• Works closely with the customer to establish milestone and phase gate completion dates
• Identifies, reports and manages potential risks to customer project plan and works internally to implement and track mitigation plans
• Review Customer's Operational Readiness Plans and manages go-live activities
• Coordinates internal resources and leads customer go-live or cutover events
• Ensures appropriate adoption playbook tasks are completed on time
• Maintains go-live project health reporting
• Supports onboarding and go-live customer escalations
• Conducts project retrospectives to ensure continuous improvement
• Can work on multiple projects simultaneously
• Works closely with team members to ensure best practice for onboarding and customer success

WHAT YOU’VE DONE:

• Bachelor’s Degree
• Minimum of 8 years’ experience preferably in a similar, customer-facing role
• Experience successfully leading projects and managing project teams of various sizes

• PREFERRED:
  • GUIDEcx / other project management tool experience
  • Articulate 360 Storyline or other learning tool experience

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. 

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