We are currently seeking an experienced Education Success Specialist who is passionate about learning and adept at helping clients execute training plans to master our Guidewire products and supporting partner technologies. You will use your knowledge, skills, and experience to build client relationships and foster product adoption and competency.
With an eye for detail and a passion for optimising client success, you know how to quickly establish rapport and add value through brief, recurring conversations. As a client advocate for Guidewire’s small to mid-size carriers, you will work with your co-workers in Education Services and supporting business departments to help customers optimize training plans, maximize training consumption, and enable product competency. You’ll run and analyse training reports to verify learner progress against the client’s goals; you will highlight risks associated with knowledge gaps; and you will track trends across clients to recommend process and program improvements. For large carriers with more complex system implementations, you will use these same skills to support the Education Success Lead in our quest for optimal education planning. Your skills and experience will help customers accelerate proficiency and productivity with Guidewire products to reduce their TCO and improve their ROI.
In addition to the more strategic objectives noted above, you will also be responsible for supporting the customer’s end to end journey through our Education systems including:
- User enrollment in Guidewire’s Learning Management System
- Virtual Machine set-up
- Coordination of instructor led classroom training
- Troubleshooting system related issues experienced by learners
- Creating custom training report requests
Key Assignments
- Serve as the client education advocate to enable their training goals and project success
- Set early expectations with the client and provide direction throughout the customer lifecycle to ensure Guidewire Education delivers as promised
- Optimize the client experience by leading operational onboarding activities
- Establish initial training plans, create and maintain personalized learner maps, and recommend incremental training activities
- Advise the customer on recommended curriculum, prerequisites, and exam sequence to enable competency
Core Responsibilities
- Handle all contract, order, invoicing, and other ad hoc education queries
- Build and publish recurring reports to track training and certification progress and other key metrics
- Research and communicate training and certification gaps that may impact project success
- Provide timely follow-up on customer requests and drive action items to completion
- Ensure the customer can access our LMS and training content, troubleshooting as needed
- Create and maintain processes and procedures for transparency and repeatability
- Champion improvements in processes and systems to increase efficiencies and customer satisfaction
- Create and distribute recurring progress reports to customer/partner teams
- Escalate issues and risks that impact customer success or satisfaction
- Collaborate with Services, Alliances, Sales, and other Guidewire teams to help ensure project readiness
- Identify and enable operational efficiency between Education and other departments
- 3-5 years of customer account management experience
- 2-4 years defining processes and workflow improvements across complex systems
- Significant experience in a leadership role that ensured customer success
- Impeccable customer relationship skills with an ability to quickly establish trust and manage customer expectations
- Skilled at presenting complex topics and workflows in a simple, consumable way
- Strong written and verbal communication skills
- Experience presenting to middle management and executive audiences
- Knowledge of customer success processes and related industry best practices
- Works well independently but also thrives on a small, nimble team
- Proven ability to work across geographic and cultural boundaries to support complex projects with a variety of stakeholders
- Strong problem-solving skills with ability to see patterns, recommend improvements, and deploy solutions
- High computer literacy and proven ability to master new systems and complex processes with ease
- Strong knowledge of Microsoft products with advanced knowledge of Excel
- Time management and organizational skills
- Some flexible hours may be required due to the global nature of our team
