Senior Director, Customer Success & Onboarding

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: Senior Director, Customer Success & Onboarding WHAT YOU’LL DO:   The Senior Director, Customer Success and Onboarding will work with new customers to ensure product success and operational readiness by implementing optimal workflows, set up and change management. Senior accountability for customer and partner onboarding strategy and go-live activities, ensuring overall customer satisfaction to drive customer adoption and rapid time to achieve value commitment objectives, across all OnDemand and OnPrem migration customers across all segments/regions Responsible for staying current with industry Onboarding trends to provide a continuous improvement approach for all Operational Process changes Accountable for driving partner implementation teams’ adherence to Duck Creek defined implementation standards and phase gates to meet planned milestones and quality and ensure non-compliance is reported to Duck and SI leadership on recurring basis Accountable for customer and partner education about the Duck Creek Service, Phase Gates and Operational Readiness from contract inception to Go-Live, ongoing onboarding education and production events support (upgrades, DR, Pen Test, etc) Develop best in class onboarding content, process and talent and leveraging tools to drive efficiency Develop mature onboarding methodology, phase gates and templates to drive repeatability, scale and mitigate risks Collaborate with sales organization and SI partners to identify Duck Creek’s onboarding and go-live capabilities as a differentiator and value add service. Utilize metrics, trends and analytics to drive proactive refinement of process, tools and templates Implement strong project management and milestone driven discipline to achieve objectives and customer outcomes Align value commitments during sales cycle to drive, track and report on customer adoption metrics Responsible for defining and executing onboarding strategy, KPIs and reporting to Duck and SI partner leadership Builds and leads culture of accountability to meet Duck Creek and customer business objectives and goals Strong understanding of insurance, our products, SaaS model and service and program execution Maintains knowledge of customers’ business segment and industry, anticipating and addressing opportunities across multiple segments/regions Drive collaboration with Duck leadership, including CS peers, Sales, Customer Enablement, CX, Services, Product, Engineering, Marketing, SaaS Ops, and SI leadership to drive operational efficiency, automation, mature standards, process and tools to scale and achieve CS and revenue objectives Collaborate cross functionally and regionally to manage pipeline, demand, talent development, hiring and budgets Seen as a company leader constantly working to improve overall Customer Success model and driving change within the organization Serve as the senior escalation contact for onboarding and customer success engagement team and throughout post go-live warranty period to ensure a successful onboarding process Spearhead, create and drive full onboarding and go-live strategy and project implementation plan for all new OnDemand and OnPrem migration customers Consult and prescribe optimal structure and workflow per each customer and team Ensure all customers complete the required technical setup Train and educate customers and partners on how to effectively utilize technology Create content, tools and workflow improvements to help scale onboarding efforts Proactively communicate onboarding risks, delays, and priorities to all stakeholders Overall leadership for onboarding team ensuring standards, goals, skill development are accomplished Directs and supervises team Defines and implements skill development strategy and provides mentorship across CS org Works with sales and segment Leads to proactively plan personnel and staffing decisions across segments Established performance objectives, conducts quarterly and annual performance reviews and supports compensation process Drive employee onboarding and participate in hiring process WHAT YOU’VE DONE:   Bachelors degree preferred At least 8 years of experience in Onboarding, Implementation, Go-Live and Conversions, Customer Success or Account Management in a SaaS company Deep knowledge of SaaS products and services Proven track record of planning programs and deploying large scale implementations with highest level of customer service, efficiency and accuracy Demonstrated expertise in developing and implementing customer success and/or onboarding and education related methodology, standards, process improvements and operational efficiencies Proven results with establishing customer operational readiness and change management programs Implementation and/or experience maintaining customer facing tools as systems owner Demonstrated people leadership and skill development focused skills required to foster customer relationships and emphasis on continuous improvement Exceptional leadership presence and cross functional collaboration to drive high performance, achieve milestones and value commitments across customers and SI partners Other: Travel: up to ~25%   Work Authorization:  Legally authorized to work in the country of the job location”  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 accessibility@duckcreek.com.  Duck Creek Technologies does not accept, nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes.   #LI-Remote  Duck Creek is a leading provider of comprehensive P&C insurance software and services for insurers of all sizes worldwide. Employing progressive technology, our solutions enable insurers to optimize outcomes and enhance engagement through advanced digital and data capabilities and integrated functionality that can be delivered via the cloud or on premise.