Senior Manager, CS Upgrade Technical Delivery Lead

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 1000 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 1800 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 worlds oldest and largest industries sounds exciting let us 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 and follow us on our social channels for the latest information LinkedIn and Twitter.

Title: Senior Manager Customer Success Technical Delivery Lead

WHAT YOULL DO:

The Senior Manager Customer Success Upgrade Technical Delivery Lead role at Duck Creek Technologies is a dynamic position aimed at enhancing the companys digital presence and improving customer engagement. The Senior Manager will lead the project engineering team responsible for defining and reviewing the technical requirements for the Duck Creek application including security integration performance quality and operations requirements. The role will serve as the primary point of contact for engineering and customization issues for both the Customer and the internal project team. The Senior Manager Technical Delivery Lead is recognized by the project team and customer as the expert on the product and project; and serves as the point of escalation for engineering-related activities and is the escalation point for the Customer. Additionally the Senior Manager is responsible for the performance of the team and is expected to develop team members by increasing their knowledge and skills across all products as well as customization best practices. The role may be expected to work across multiple complex projects simultaneously.

• UpgradeManagement:Oversee the planning execution and delivery of software upgrades ensuring minimal disruption to business operations while providing regular status updates to stakeholders.

• TechnicalLeadership:Providetechnicalguidanceandleadershiptothedevelopmentteamensuringbestpracticesincodingtestinganddeployment.

• Cross-FunctionalCoordination:Coordinate with cross-functional teams to ensure timely delivery of upgrades.

• StakeholderEngagement:.

• ImpactAnalysis:Meticulouslyanalyzeandassesstheimpactofupgradesbasedonrelease andpredicthowthesechangeswillaffectexistingapplications.

• IssueResolution:Debugcustomandbasecodetoprovideworkaroundsorsolutionstothird .

• ToolUtilization:LeverageDuckCreekupgradetoolstogeneratedifferentialanalysisandproducelow-impactupgradepathsforDuckCreekcustomers.

• AutomationandEfficiency:Identifyopportunitiestoautomateprocessesordeveloputilitiesthatassistinfasterandmoreeffectiveupgrades.

• IndependentTaskManagement:Expectedtoactindependentlydemonstratinginitiativeandself-relianceinmanagingtasksandresponsibilities.

• CustomerInteraction:Interactwithcustomercounterpartstotriageissuesandpresentsolutions.

• KnowledgeSharing:Reviewsmentorsandsharesknowledgewithteammembers.

• RiskManagement:Identifiesandcommunicatesanyissuesandrisksthatmayaffectoverallupgradeschedules anddevelopmitigationstrategies.

• ProcessAutomation:Identifiesopportunitiestoautomateprocessesordeveloputilitiestofacilitatefasterandmoreeffectiveupgrades.

• RemediationManagement:Understandsactivedeliveryremediationsandcollaborateswithcustomerstocompleteremediationworkbeforetheupgrade.

• Deployment Strategy & Execution: Develop and implement robust deployment plans that minimize downtime ensure seamless upgrade rollouts and support a smooth transition to production. Provide post-deployment support and troubleshooting to resolve any issues efficiently.

• Process Optimization & Continuous Improvement: Continuously analyze deployment outcomes identify opportunities for enhanced efficiency and reliability and implement best practices to improve future upgrade processes

WHAT YOUVE DONE:

REQUIRED:

• Bachelors degree in technical discipline or equivalent work experience in network administration programming or information systems.

• Minimum of 6 years professional experience in software development

• Experience in customer-facing roles

• Experience managing teams and the performance of direct report

Knowledge Skills & Abilities:

• Deep understanding of the Duck Creek product suite and its technical components and ability to share knowledge.

• Demonstrated experience leading a team and managing employee performance

• Deep professional experience with C# SQL Visual Studio Microsoft Foundation technologies Windows Server 2003/2008 administration and configuration JavaScript XSLT XML HTML CSS AJAX

• Deep professional experience Solutions and SQL and relational database design

• Experience with XML and XSL

• Experience leveraging Generative AI and AI-powered development tools (e.g. GitHub Copilot Microsoft Copilot automated code analysis and testing solutions) to improve engineering productivity troubleshooting and delivery efficiency.
• Ability to evaluate implement and govern AI-driven automation solutions for software upgrades impact analysis code remediation and operational processes while ensuring security quality and compliance standards are maintained.

• Experience/knowledge of P&C Insurance software applications

• Experience/knowledge of software development life cycle for P&C insurance software

• Experience with systems integration (Policy Billing claims Reinsurance third-party systems)

• Experience with implementation of Duck Creek Example Platform solutions for Policy Administration Billing and/or ASW Claims preferred

• Effective communication both verbal and written; includes ability to express ideas clearly listen actively and collaborate with colleagues and clients.

• Work effectively in teams build positive relationships and contribute to achieving common goals; includes the ability to recognize and incorporate a broad range of diverse perspectives.

• Can analyze complex situations identify problems ask important questions and generate creative solutions; involves critical thinking adaptability and the ability to make informed decisions.

• Willingness to accept responsibility for your actions and work; ability to set and achieve meaningful outcomes for oneself.

• Can adapt to change embrace new technologies and learn quickly; embracing a growth mindset being flexible and open to different approaches is highly valued

Other Requirements:

• Travel: 0-25%

• 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 andcontinuously 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 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: let us know if you encounter accessibility barriers with our web content by sending an email to .

Duck CreekTechnologies does not accept nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes.

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Actual compensation for this role is determined based on a variety of factors including job-related skills experience qualifications internal equity and geographic location where permitted by law.

For reference the expected salary range for this position is generally positioned as follows based on candidate location:

• : Candidates living in the Boston New York CityNewark Los Angeles San Francisco/Bay Area Seattle or Washington DC metropolitan areas
• : Candidates living in Chicago DallasFort Worth Houston Minneapolis or Philadelphia metropolitan areas or in Colorado Connecticut Maryland Rhode Island or Vermont
• : Candidates living in Georgia Michigan North Carolina New Hampshire Oregon or Wisconsin
• : For all other U.S. locations

This position is also eligible for annual bonus compensation subject to plan terms and individual eligibility.

Final compensation will be determined based on the factors outlined above and in accordance with applicable law.

Duck Creek Technologies believes in the safe ethical and responsible use of artificial intelligence. We may use AI-assisted tools to support parts of the recruitment process such as reviewing applications identifying relevant skills and organizing candidate information.

AI tools are used to assistnot replacehuman judgment. All AI-assisted outputs are reviewed by a Duck Creek team member and final hiring decisions are always made by people. Candidates should be comfortable working in environments where AI is used responsibly to enhance business processes.

Duck Creek Technologies offers a comprehensive benefits package which includes:

• Flexible work environment
• Medical dental vision life and disability insurance
• 401(k) retirement plan with match (6% employer match up to $12000 annually)
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Paid holidays vacation and volunteer time
• Employee Assistance Program (EAP)

Benefits eligibility and offerings may vary based on role and location.

The application window for this position will remain open until the role is filled or a sufficient number of qualified candidates have been identified.