The Engagement Manager plays a key role in ensuring the successful execution of Guidewire programs and projects, aligning with company objectives and coordinating across teams. This includes overseeing project timelines, deliverables, and stakeholder communication to drive project success.
For self-managed customers, the Engagement Manager acts as a trusted advisor, providing strategic direction and executive delivery oversight for Guidewire customers, cultivating business relationships to achieve revenue growth, profitability, and customer satisfaction.
The EM ensures that all project/program interdependencies are efficiently managed and that internal teams and external partners work cohesively toward common goals.
Responsibilities
* Customer Success and Program Management
* Sales Support and Opportunity Management
* Account and Resource Management
* Internal Advocacy and Collaboration
The Engagement Manager is accountable to the Principal for the success of assigned GWCP project(s). They serve as the primary liaison with their counterpart on the customer side for assigned customers, owning the overall relationship and ensuring that Guidewire's services align with their long-term strategic objectives.
The EM develops and executes engagement strategies that drive customer success and satisfaction across all Guidewire implementations. They engage as client lead for one or a maximum of two GWCP clients at any given time, leading primarily Guidewire-owned projects, including strategic engagements and implementation programs.
The Engagement Manager takes full responsibility for the financial performance of customer engagements, including budgeting, forecasting, and profitability analysis. They monitor financial metrics and implement strategies to achieve or improve projected engagement profitability.
The EM establishes and leads governance frameworks for customer engagements. They proactively identify, assess, and mitigate risks at project and strategic levels.
Collaboration with practice leadership to develop resource plans aligning customer needs and Guidewire's strategic objectives is essential. The Engagement Manager works closely with internal teams, such as Product Development, Professional Services, and Support, to ensure cohesive service delivery.
They advocate for customer needs and contribute to continuous improvement initiatives, building and nurturing trusted relationships with C-level executives and key stakeholders within customer organizations.
The Engagement Manager facilitates strategic discussions to support business growth, value realization, and innovation opportunities. They collaborate with Sales and Business Development teams to drive Value Roadmap engagements during sales cycles and then translate those engagements into compelling services proposals.
Overseeing the estimation process to develop proposals and Statements of Work (SOWs) or Change Orders is also part of the job. The EM defines and manages project management accountability for using regular status reporting: work management, budget management, risks/issues management, etc.
The Engagement Manager develops strong working relationships with our Principal, sales team, customers, and partners to become their trusted advisors.
Establishing and leading governance frameworks for customer engagements (EMEA Regions) is critical. Proactively identifying opportunities to reduce or eliminate administrative activities within the Program/Project Management practice is also required.
The Engagement Manager acts as an escalation point for customers and project team members. They review, approve, and draft Work Orders (WOs) and Statements of Work (SOWs) within a certain threshold for self-managed projects in the portfolio.
Proactively developing and communicating escalation mitigation plans when customers are off track with schedule, scope, and budget is essential.
Competency / Skills Requirement
* Executive Communication and Influence: Exceptional ability to communicate with and influence C-level executives.
* Strategic Thinking and Planning: Strong capability to develop and execute long-term strategic plans that align with customer goals and drive mutual success.
* Business Acumen: Deep understanding of business operations, financial management, and organizational dynamics.
* Sales Support: Strong sales acumen with an entrepreneurial mindset, capable of identifying and creating new sales opportunities through strategic thinking and proactive engagement.
* Guidewire Knowledge: Understands the Guidewire catalog and capabilities at a high level and maintains certification.
* Cloud Knowledge: Understand Guidewire Cloud, Surepath (Guidewire Methodology) and maintain certifications.
* Spain Insurance Industry Knowledge: Understand the Insurance Industry for the Spanish region.
* Other EMEA Insurance Industry regions will be considered.
Experience in P&C Lines of Business: Home, Car, Funeral, etc.
Required Qualifications & Skills:
* Education: B. Tech or M. Tech degree in Computer Science or equivalent.
* Agile methodologies and project management credentials/certifications.
* Experience: Minimum of 10+ years of work experience in professional services/consultancy/Full SaaS platforms leading core transformation programs in the Insurance industry.
* Fluent in English and Spanish (must have).
* Other EMEA languages (optional).
* Ability to travel to onsite within Spain and EMEA.