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Engaged Employer

Duck Creek Technologies

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4.4

based on 689 Reviews

37 Duck Creek Technologies Jobs

Associate Manager - Customer Success Engineer

Duck Creek Technologies

4.4

based on 689 Reviews

5-8 years

Remote

1 vacancy

Associate Manager - Customer Success Engineer

Duck Creek Technologies

posted 11hr ago

Job Role Insights

Flexible timing

Key skills for the job

SQL Cloud Computing Windows System Administration Splunk Admin SaaS Sales Agile Coaching

+ 4 more

Job Description

The Customer Success Engineer Associate Manager is a technical leadership role responsible for bridging the gap between technical solutions and customer outcomes. This position focuses on delivering advanced technical guidance, support, and solutions to enhance the value customers derive from Duck Creek Technologies software offerings. While positioned at an Associate Manager level, this is not a people management role. The Customer Success Engineer Associate Manager operates in a collaborative, fast-paced environment to ensure customer success, satisfaction, and growth.

Job Description:

Provides technical leadership to the project team to design the overall solution to remain within the boundaries of SaaS and to resolve ongoing technical issues within the project tied to Azure components.
Provides ongoing support and guidance to implementation teams and ensuring they are compliant with Duck Creek OnDemand processes and best practices.
Presents technical issues to technical governance boards inclusive of the Enterprise Architecture team when required for project decisions and communicates those decisions to the impacted teams inclusive of performing POCs to utilize new Azure / Cloud components to speed delivery.
Responsible for all technical / liaison communication with the Customers and serves as a bridge cross Service Managers and Customers.
Maintains/validates Customer Technical Runbook information cross clients and Duck Creek OnDemand.
Creates and maintains client environment topology documentation.
Works with the Account Manager and SI Team Lead to ensure conformance to DCOD processes and procedures.
Manages environment dependencies with other OnDemand teams to ensure that these dependencies are met in timely and performant fashion
Interfaces directly with SI team and client resources to provide guidance and support
Ensures contingency plans are in place during releases.
Ensures that environments support High Availability, and the DR plans are in place
Ensures HA / DR / PEN tests are conducted (and documented) at least annually
Works with Account Manager to measure and ensure compliance with monthly SLAs.
Utilize Tools like Dynatrace and Splunk to identify potential performance and code issues with Duck Creek s OnDemand software.
Build knowledgebase of common issues / failures to eliminate repeatability and reduce time to get the customers back online.
Perform all other duties and activities as required.

Note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

WHAT YOU VE DONE

QUALIFICATIONS/REQUIREMENTS

Education and Work Experience:

Bachelor s degree in a technical discipline or equivalent experience with proven training in network administration, computer programming, or information systems degree and/or relevant experience
Must have experience with .NET (or Java) and Azure (or AWS) framework
Experience with enterprise SaaS platforms and multi-platform architecture
Familiarity with microservices, containers, and Infrastructure as Code best practices
Must have experience in SQL Server and Windows Server
Hands-on experience in DevOps
3+ years of experience with Cloud Environment (Azure/AWS) and Container management (Kubernetes)
Minimum 5 years working in customer-facing technical role