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About the Role

The Customer Service Coordinator joins Guidewire’s Product Strategy organization, working at the intersection of AI, cloud, data, and customer experience for P&C insurers. You will collaborate closely with Product, Engineering, Professional Services, and Go-to-Market teams to turn our platform vision into real customer outcomes, helping ensure secure, scalable, and reliable solutions that deliver measurable value worldwide. In this role, you will coordinate complex enterprise SaaS and cloud deployments, acting as the primary liaison between customers and internal teams to drive successful go-lives. You’ll combine project management, data analysis, and customer advocacy to translate business objectives into scalable, AI-enabled solutions. You will be a key contributor to Guidewire’s Product Strategy priorities—accelerating AI, cloud, and data platform adoption, launching new offerings, and ensuring every customer is successful and referenceable as we transform how the world’s P&C insurers do business.

Responsibilities

Manage the full lifecycle for multiple enterprise SaaS and cloud deployments—from scoping and planning through cut-over and stabilization—ensuring clear timelines, success metrics, and stakeholder alignment.
Serve as the primary point of contact for customers, providing timely updates, surfacing risks, and facilitating decisions that build trust and create champions within customer organizations.
Translate customer business objectives into clear technical and data requirements; partner with Product, Engineering, Professional Services, and Go-to-Market teams to design scalable, AI-enabled solutions aligned to Product Strategy priorities and the Product VPMOM for operational excellence, transformative innovation, and customer-centricity.
Coordinate cross-functional resources, track dependencies, and drive risk mitigation plans that support secure, reliable operations and measurable value realization for customers, while helping drive adoption of capabilities like Claims Summary, Underwriting Assistant, and Codelift.
Process and quality-check large batches of customer and project data in both routine and ad-hoc requests, ensuring accuracy, completeness, and auditability to support data-driven customer insights and decision-making.
Suggest analytics, reporting, and project strategies that improve customer experience, drive adoption of AI and cloud capabilities, and increase deployment efficiency in line with Product Strategy’s focus on embedding GenAI across the portfolio.
Conduct proactive audits to identify issues or improvement opportunities, investigate root causes, and drive solutions in collaboration with technical and business stakeholders, ensuring implementations remain secure, compliant, and performant.
Establish test plans and acceptance criteria, coordinate user acceptance testing, manage cut-over activities, and monitor initial performance to confirm outcomes and readiness for long-term success, ensuring customers are referenceable and realize clear value from Guidewire’s platform.

Requirements

Demonstrated ability to embrace AI and apply it to your current role as well as data-driven insights to drive innovation, productivity, and continuous improvement.
4+ years of experience managing enterprise SaaS or cloud deployment projects, ideally involving data or AI-driven products and complex customer environments.
Proven track record leading cross-functional teams and external stakeholders from kickoff through successful go-live, with clear accountability for timelines, deliverables, and outcomes.
Strong customer focus, with the ability to listen deeply, influence constructively, manage expectations, and turn challenges into opportunities to create advocates inside customer organizations.
Clear, concise communication skills—written, verbal, and presentation—with an ability to simplify complex technical and data concepts for diverse audiences, including business and technical stakeholders.
Hands-on experience with agile project and work management tools (such as Jira, Asana, or similar) and comfort working with standard project metrics, dashboards, and status reporting.
Strength in risk analysis, prioritization, and structured problem solving under tight timelines and changing circumstances, including the ability to identify dependencies and escalate appropriately.
High attention to detail and comfort working with large datasets, including data validation, reconciliation, and quality assurance to support accurate reporting and insight generation.

Skills

AI
Cloud
Data analysis
Customer experience
Project management
SaaS
Agile project management tools
Jira
Asana
Risk analysis
Data validation
Data reconciliation
Quality assurance
P&C insurance
Insurtech
AI/ML concepts
Analytics tools
Data platforms

Location

Remote within Canada

Work Type

Full-time
Remote

Experience Level

4+ years of experience managing enterprise SaaS or cloud deployment projects

Education Level

Bachelor’s degree in Computer Science, Engineering, Business, or a related field, or equivalent practical experience.
Formal project management training or certification (such as PMP) is an asset but not required.

Salary/Compensations

80,000.00 - 100,000.00 CAD

Benefits

Flexible work environment
Health and wellness benefits
Paid time off programs
Volunteer time off
Market-competitive pay and incentive programs
Continual development and internal career growth opportunities
Access to cutting-edge projects
AI learning
Global collaboration
Health, dental, and vision insurance
Company sponsored retirement plan
Annual company bonus plan
Commissions
Long term incentive awards

About the Company

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 www.guidewire.com and follow us on Twitter: @Guidewire_PandC.

Equal Opportunity

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.