Customer Success Manager- Latam

SummaryOur Customer Success team is focused on creating engaged customer advocates who are maximizing the value of their Guidewire investments.The Customer Success Manager (CSM) will oversee the strategy and execution of their customer portfolio and focus on driving engagement, satisfaction, retention and growth.We expect our customers will see their CSM as a trusted advisor and true partner – encouraging customers to adopt solutions that help them achieve their business goals, advocating for their needs back to other Guidewire teams, and helping to find new ways to derive value from their Guidewire investment.The end goal is a set of delighted customers that renew their subscriptions and are eager to expand the footprint of the Guidewire solutions within their organization.The job location is in Brazil and is focused on but not limited to supporting Guidewire InsuranceSuite customers in Brazil and Argentina markets.Job DescriptionDevelop strategic account plans that expand the relationship and promote growthDrive cross-functional collaboration to accelerate adoption and value of current and future solutionsIdentify and pursue expansion opportunities aligned to customer goalsCreate trusted partnerships that result in engaged, customer advocatesLead executive level engagements focused on value creationDefine and execute a renewal strategy that promotes growth and mitigates riskPromote operational excellence in portfolio, account and team managementDevelop depth and breadth of relationship within portfolio of customers, from C-level to IT and business usersUnderstand customer priorities and identify common themes to report out and actionResponsibilitiesUnderstand customer priorities and facilitate engagements to meet customer needs, align our overall strategies, and create meaningful relationshipsRecognize incremental sales opportunities across Guidewire solutions and partner with sales to ensure the customer objectives and value proposition are at the forefrontDevelop strong partnerships by providing positive customer experiences that drive mutual success and creates customer advocatesEngage with customers to develop deep understanding of customer's product experience and strategic business needsKnow the customer "inside and out" and foster positive relationships with key customer stakeholders at senior and C-Suite levelServe as the voice of the customer and customer advocate to facilitate feedback and influence on Guidewire products and servicesProvide early insight and adoption recommendations for new products and product featuresEncourage adoption of Guidewire solutions to help customers achieve their business goals and maximize the value of their investmentsTake the lead in driving to a successful conclusion any customer issues or situations, involving other departments and individuals as necessaryCreate and manage customer success plans and account plans to manage external and internal relationships and strategiesFacilitate executive discussions including business reviews, roadmap reviews, and strategic alignmentDevelop a deep and cross-functional understanding of the key business challenges and opportunities of your customers and portfolioIntroduce new features and best practices to customers according to their business needsEnsure visibility of program and customer health both internally and with customer teamsManage commercial aspects of account relationships post initial sale, including defining a renewal strategy that promotes growth and mitigates risksExecute and manage contract negotiations and renewalsExecutive leadership and communication experience, with ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflict and engender honest feedback and appraisalRequired Skills/Experience5+ years relevant experience (e.g., customer success, account management, sales, technology consulting or related position)Spanish and Portuguese language communication fluency (speaking and writing) at the competency level necessary to conduct business meetingsKnowledge of the P&C insurance space, industry trends and challenges, and the fundamental economics of an insurance companyPassion for solving problems, thinking creatively, and delivering resultsAbility to build and manage C-suite relationships at customersCapable of quickly building trust and establishing deep relationshipsAbility to effectively connect and communicate with both business & IT stakeholdersExecutive leadership and communication experience, showing the ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflicting views and engender honest feedback and appraisalDemonstrated ability to work on multiple initiatives or accounts simultaneously under pressureDemonstrated account planning and management skills, including estimations, budgets, forecasting and coordination of multiple work streamsAbility to travel as needed to client locations, industry events and company initiativesDemonstrated ability to embrace AI and apply it to your current role as well as data-driven insights to drive innovation, productivity, and continuous improvement.Desired SkillsKnowledge of or experience with Guidewire InsuranceSuite is preferredExperience working with cloud-native solutions and/or cloud technologies for mission-critical applicationsDemonstrated coaching and change management experience – not just defining a plan but executing that plan successfully and adapting to obstacles or shifts in business priorityHow Success is MeasuredFinancial:% Annual Recurring Revenue (ARR) GrowthMeeting Retention Targets / Mitigating Churn RiskOpportunity Influence & Increased Product PenetrationCustomer Relationships:NPS / CSATSentiment & HealthReferencability / AdvocacySuccess PlanningAbout GuidewireGuidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently.We combine digital, core, analytics, and AI to deliver our platform as a cloud service.More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.As a partner to our customers, we continually evolve to enable their success.We are proud of our unparalleled implementation track record with ****+ successful projects, supported by the largest R&D team and partner ecosystem in the industry.Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.For more information, please visit and follow us on Twitter: @Guidewire_PandC.Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer.We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success.Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability.All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.Referrals increase your chances of interviewing at Guidewire Software by 2x.#J-*****-Ljbffr