Job Description
Are you a seasoned professional with a passion for delivering exceptional customer experiences and driving technical innovation? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join arenaflex, a pioneering force in the property and casualty (P&C) and general insurance industry, as our Senior Manager, Customer Success Upgrade Technical Delivery Lead. **About arenaflex** arenaflex is the intelligent solutions provider defining the future of the P&C and general insurance industry. We empower insurers to capitalize on the power of the cloud, run agile, intelligent, and evergreen operations, and set a new standard for customer engagement. Our modern SaaS solutions help insurers revolutionize how consumers interact with insurance companies, and we're committed to making insurance more accessible, transparent, and inclusive. **Our Culture** At arenaflex, we believe that authenticity, purpose, and transparency are the foundation of a successful and fulfilling career. We're a Flexible-First employer, empowering our employees 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. We're proud to be a diverse and inclusive company, celebrating and leveraging the differences each employee brings to the table. **The Role** As our Senior Manager, Customer Success Upgrade Technical Delivery Lead, you'll play a critical role in enhancing our digital presence, improving customer engagement, and driving technical innovation. You'll lead the project engineering team responsible for defining and reviewing the technical requirements for our Duck Creek application, including security, integration, performance, quality, and operations requirements. You'll serve as the primary point of contact for engineering and customization issues for both the Customer and the internal project team. **Key Responsibilities** * Upgrade Management: Oversee the planning, execution, and delivery of software upgrades, ensuring minimal disruption to business operations while providing regular status updates to stakeholders. * Technical Leadership: Provide technical guidance and leadership to the development team, ensuring best practices in coding, testing, and deployment. * Cross-Functional Coordination: Coordinate with cross-functional teams to ensure timely delivery of upgrades. * Stakeholder Engagement: Act as the primary point of contact for stakeholders regarding upgrade projects. Provide regular updates and manage expectations. * Impact Analysis: Meticulously analyze and assess the impact of upgrades based on release notes and code changes for new release features. Understand the nuances of each release and predict how these changes will affect existing applications. * Issue Resolution: Debug custom and base code to provide workarounds or solutions to third-party implementation teams or customers. This requires a deep understanding of the application and the ability to quickly diagnose and resolve issues. * Tool Utilization: Leverage arenaflex upgrade tools to generate differential analysis and produce low-impact upgrade paths for arenaflex customers. * Automation and Efficiency: Identify opportunities to automate processes or develop utilities that assist in faster and more effective upgrades. * Independent Task Management: Expected to act independently, demonstrating initiative and self-reliance in managing tasks and responsibilities. * Customer Interaction: Interact with customer counterparts to triage issues and present solutions. * Knowledge Sharing: Reviews, mentors, and shares knowledge with team members. * Risk Management: Identifies and communicates any issues and risks that may affect overall upgrade schedules and develop mitigation strategies. * Process Automation: Identifies opportunities to automate processes or develop utilities to facilitate faster and more effective upgrades. * Remediation Management: Understands active delivery remediations and collaborates with customers to complete remediation work before the upgrade. * 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. **Requirements** * Bachelor's 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 arenaflex 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 with .Net Solutions and SQL and relational database design. * Experience with XML and XSL. * 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 arenaflex 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** At arenaflex, we're 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 live. **Join Our Team** If you're a motivated and experienced professional looking to make a meaningful impact in the insurance industry, we invite you to join our team at arenaflex. Apply now to become our Senior Manager, Customer Success Upgrade Technical Delivery Lead and be part of a company that's revolutionizing the future of insurance. Apply for this job