Engagement Manager/Director, DACH

Summary

As an Engagement Manager/Director, you'll be responsible for guiding a portfolio of customers through their transformation journeys with Guidewire's products. You'll be their go-to partner, helping them get the most out of their investment, adopt our solutions effectively, and achieve long-term success.

Job Description

You'll work directly with customer teams and internal stakeholders across regions, ensuring delivery runs smoothly, blockers are resolved early, and value is realized throughout the customer lifecycle. Ultimately, your work plays a vital role in driving customer satisfaction, solution adoption, and contract renewals.

Job level will depend on experience and will be determined throughout the interview process.

Key Responsibilities:
 

Customer Success and Delivery Support

• Act as the primary point of contact for customers during their use of Guidewire's products

• Support customer teams in aligning their implementation to best practices and business objectives

• Monitor progress, highlight risks, and help guide customers through key delivery milestones

Stakeholder Engagement and Roadmapping

• Build trusted relationships with customer stakeholders across claims, policy, billing, underwriting, and operations

• Work with customer leadership and internal teams to co-develop roadmaps that support long-term goals

• Facilitate strategic discussions that align Guidewire capabilities with customer business priorities

Cross-Functional Collaboration and Advocacy

• Partner with internal teams—Product, Sales, Cloud Operations, and Support—to ensure aligned execution

• Share customer feedback with internal teams to influence product enhancements and service improvements

• Guide customers to useful resources—training, communities, documentation, and expert support
   

DACH Market specialism

• Fluent written and spoken German is required

• Expert in insurance with in-depth knowledge of at least one market within the DACH region, confident in customer and partner engagements promoting Guidewire ability to meet market needs

• Primary responsibility will be the DACH region

• Collaborates effectively with cross-functional DACH team over multiple accounts 

• Awareness of existing market systems and solution ecosystem, understanding complementary and competing solutions

KPIs & Success Metrics:

• Customer Satisfaction – Positive feedback, high CSAT/NPS scores from customers

• Adoption & Engagement – Customer usage and engagement with Guidewire insurance products

• Renewal Support – Successful renewals influenced by effective delivery and trusted relationships

Key Skills & Experience:

• Experience in customer-facing roles within software delivery, consulting, or transformation

• Background in the P&C insurance industry—experience with claims, underwriting, policy, or billing processes

• Strong communication skills, including comfort engaging with senior business and IT stakeholders

• Experience managing multiple customer accounts or workstreams at once

• Skilled at identifying delivery risks and proposing solutions in real time

• Familiar with enterprise software implementation cycles or digital transformation programs

• Ability to build rapport quickly and influence stakeholders toward shared outcomes

• Collaborative mindset—able to coordinate across teams and regions

• Strong organizational skills and attention to detail

• Comfortable using tools like Jira, Confluence, and standard project management tools

• Travel will be required as part of this role (up to 50%)

• Demonstrated ability to embrace AI and apply it to your role as well as use data-driven insights to drive innovation, productivity, and continuous improvement.

Preferred Skills & Experience:

• Experience in client engagement or customer success in the insurance software space

• Knowledge of Guidewire InsuranceSuite (PolicyCenter, ClaimCenter, BillingCenter)

• Background working with or within insurance carriers in EMEA

• Demonstrated success in managing renewals and expansion through trusted delivery

• Exposure to cloud transformation or SaaS implementation projects

• Ability to facilitate executive conversations and contribute to roadmap planning

• Familiarity with common delivery challenges in regulated environments

• Experience coordinating across matrixed teams and time zones

• Confidence in navigating ambiguity and shifting business priorities

• Formal training or certifications in project management or change management

• At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI—empowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes.

About Guidewire

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.

As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.

For more information, please visit and follow us on Twitter: @Guidewire_PandC.

Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success. Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.

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