Premium Support Technical Account Manager

About the role

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) insurance industry. Our modern SaaS platform enables insurers to run agile, cloud-based operations and deliver better customer experiences. Duck Creek is a flexible-first company, offering employees autonomy in how they manage their work. As part of our Flying Together approach, we are thoughtfully increasing opportunities for in-person collaboration by focusing on hiring in designated locations. This role is aligned to a specific location, and you'll partner with your leader to participate in meaningful in-person moments that support team connection and collaboration. ABOUT VISTA Duck Creek Technologies is a portfolio company of Vista Equity Partners, a global investment firm that partners with mission-critical enterprise software and technology-enabled businesses to drive growth and operational excellence. As part of a Vista portfolio company, you'll work in an environment backed by deep expertise, long-term investment, and a strong commitment to building market-leading businesses and meaningful careers. POSITION OVERVIEW In this role, you'll sit at the intersection of customers, support, engineering, and cloud operations-owning the customer support experience, leading critical escalations, and ensuring issues are resolved quickly and effectively.

Responsibilities

• Serve as the primary operational support contact for assigned enterprise customers
• Lead customer-facing communication during major incidents and critical escalations
• Coordinate cross-functional teams across Support, Engineering, Product, Infrastructure, and Cloud Operations
• Ensure adherence to service commitments, including SLA/SLO performance
• Conduct regular service reviews and drive continuous improvement initiatives
• Track corrective actions, root cause investigations, and long-term resolution plans
• Advocate for customers internally while balancing business priorities and operational excellence
• What Makes This Role Unique
• This is not a traditional support engineer role.
• You won't be expected to personally troubleshoot code or resolve technical defects. Instead, you'll leverage your technical understanding, communication skills, and leadership capabilities to coordinate experts, manage customer expectations, and drive successful outcomes.
• WHAT YOU'VE DONE
• Education and Work Experience:
• 5+ years in Technical Account Management, Enterprise Support, Escalation Management, SRE, Support Engineering, or Service Operations
• Experience managing customer-facing escalations and major incidents
• Strong understanding of enterprise SaaS environments and support operations
• Excellent stakeholder management and communication skills
• Ability to influence and drive outcomes without direct authority
• Preferred
• ITIL certification or experience
• Insurance or Financial Services experience
• Experience with ServiceNow, Jira, and monitoring platforms
• Success in This Role Looks Like
• Customers trust you as their primary operational partner
• Critical incidents are managed with confidence and transparency
• SLA commitments are consistently achieved
• Escalations are resolved efficiently through strong cross-functional leadership
• Repeat incidents are reduced through proactive problem management
• CORE COMPETENCIES
• LEARN MORE
• Company Website - Transforming Insurance with Duck Creek's SaaS Solutions
• Life at Duck Creek - Life at Duck Creek - Duck Creek
• Benefits & Rewards - Wellbeing & Rewards - Duck Creek
• LOCATION & WAYS OF WORKING
• Duck Creek is a flexible-first company, offering employees autonomy in how they manage their day-to-day work. As part of our Flying Together approach, we are thoughtfully increasing opportunities for in-person collaboration by focusing on hiring in designated locations.
• This role is aligned to a specific location, and you are expected to reside within reasonable proximity to that location. You will partner with your leader to participate in meaningful in-person moments that support team connection, collaboration, and business priorities.
• At the start of your employment, your work may be performed remotely, subject to business needs and company guidelines. As our Flying Together approach continues to evolve

Benefits

Additional Information

TITLE Technical Account Manager (Premium Support)

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