Title: Client Success Manager — Applications Delivery
Location: Markham, ON
Duration: Long Term Contract
We are seeking a Senior Client Success Manager (Delivery) to lead post-implementation client engagement, service delivery, and relationship management for a major Property & Casualty insurance account running on the Guidewire platform. This is a delivery-focused role, not a sales or account-growth position — the successful candidate will own the operational health of the engagement, ensure SLA/KPI performance, and act as the trusted day-to-day delivery escalation point between the client and the technology delivery teams.
Key Responsibilities
- Own end-to-end delivery success for an enterprise Guidewire (PolicyCenter / ClaimCenter / BillingCenter) engagement supporting a P&C insurance client
- Serve as the primary delivery-side point of contact for client stakeholders — distinct from sales/account management
- Monitor and report on SLA adherence, delivery KPIs, ticket/incident trends, and overall service health
- Run governance cadences: status reviews, steering committee updates, escalation management, and risk/issue tracking
- Partner with onshore/offshore delivery teams to ensure resourcing, quality, and timelines align with client expectations
- Identify service improvement opportunities and drive continuous improvement initiatives across the account
- Manage client satisfaction — proactively address concerns before they become escalations
- Support transition/transformation initiatives tied to Guidewire upgrades, modernization, or cloud migration work
Required Qualifications
- 15+ years of overall IT services / delivery experience, with significant time in client-facing delivery or service management roles
- Hands-on or delivery-oversight experience with Guidewire InsuranceSuite (PolicyCenter, ClaimCenter, BillingCenter) is required
- Prior experience supporting or delivering for P&C (Property & Casualty) insurance carriers — carrier-side or vendor/SI-side delivery experience is highly valued
- Strong track record of service delivery management: SLA/KPI governance, escalation management, steering committee leadership
- Demonstrated ability to operate as a trusted delivery partner — not a sales-oriented relationship manager
- Experience working within an outsourced/managed services or MSP delivery model strongly preferred
- Excellent executive communication skills — comfortable presenting to VP/Director-level client stakeholders
- Insurance domain knowledge: policy administration, claims, billing, underwriting workflows
Pay: $70.00-$100.00 per hour
Experience:
- Client Success / Delivery Management: 10 years (required)
- Guidewire InsuranceSuite: 10 years (required)
- SLA / KPI Governance: 5 years (required)
- Property & Casualty (P&C) insurance: 10 years (required)
Licence/Certification:
Work Location: In person
