Senior Analyst - Customer Success Operations

TITLE Senior Analyst – Customer Success Operations WHO WE ARE 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 The Senior Analyst, Customer Success Operations at Duck Creek Technologies will play a pivotal role in driving the operational efficiency and effectiveness of the Customer Success team. This individual contributor role involves analyzing customer data, developing operational strategies, and collaborating with cross-functional teams to enhance customer satisfaction and retention. The Senior Analyst will leverage their expertise to support the implementation of best practices and ensure the seamless execution of customer success initiatives. WHAT YOU'LL DO Analyze customer data to identify trends, insights, and opportunities for improving customer success processes. Develop and maintain customer success metrics and dashboards to monitor team performance and customer health. Collaborate with the Customer Success team to design and implement process improvements and operational efficiencies. Assist in the development and execution of customer onboarding, training, and support programs. Conduct thorough needs assessments to identify areas for enhancement in customer success strategies. Support the implementation and optimization of customer success tools and technologies. Generate regular reports on customer success metrics and provide actionable recommendations to management. Work closely with Product, Sales, and Marketing teams to ensure alignment of customer success initiatives with broader company goals. Assist in the creation and maintenance of documentation related to customer success processes and best practices. Participate in cross-functional projects aimed at improving the overall customer experience. Provide data-driven insights to support strategic decision-making within the Customer Success team. Ensure compliance with industry standards and regulatory requirements in all customer success operations. Perform all other duties as assigned. Act in accordance with and as a good steward of Duck Creek Technologies mission, vision, and core values: Mission: To empower insurers to reimagine the future of insurance Vision: To transform insurance technology, helping insurers be smarter, faster, and more efficient, and ultimately provide the best protection for people and businesses Values: We Prioritize Respect, We Listen, We Care, We Add Value, and We Lead WHAT YOU'VE DONE Bachelor's degree in business administration, Marketing, Data Analytics, or a related field or equivalent work experience. 3+ years of experience in customer success, operations, or data analysis within the technology or software industry. Proven experience in analyzing customer data and developing operational strategies. Proficiency with customer success tools and technologies (e.g., Salesforce, Churn Zero, Service Now and Power BI). PREFERRED Experience in a global software company. Demonstrated experience in improving customer satisfaction and retention metrics. SKILLS & CAPABILITIES Strong ability to analyze complex data sets and derive actionable insights. Knowledge of best practices in customer success operations and process improvement. Deep understanding of customer needs and commitment to delivering exceptional customer experiences. Proficiency with customer success tools and CRM systems. Excellent verbal and written communication skills. Ability to work effectively with cross-functional teams. Strong problem-solving skills with the ability to address and resolve complex customer issues. Capable of managing multiple projects and initiatives simultaneously. Knowledge of best practices in customer data management and analytics. Ability to adapt to changing business environments and customer needs. Strong organizational skills with the ability to prioritize tasks and manage time effectively. Commitment to continuous improvement and staying abreast of industry trends and best practices. Ability to develop and execute long-term strategies for customer success. Skilled in gathering and analyzing customer feedback to inform operational decisions. Attention to detail in all aspects of work, ensuring accuracy and consistency in data and reporting. CORE COMPETENCIES Our team is built on strong core values that guide how we work and grow together. We prioritize clear and thoughtful communication, fostering open collaboration across diverse perspectives to achieve shared goals. We approach challenges with curiosity and critical thinking, seeking creative solutions while remaining adaptable in a fast-changing environment. We take accountability for our work and outcomes, holding ourselves to high standards of integrity and professionalism. Above all, we are committed to doing the right thing—treating others with respect, embracing continuous learning, and engaging inclusively across cultures and backgrounds. LEARN MORE - Company Website – Transforming Insurance with Duck Creek's SaaSSolutions - 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, you may be expected to transition to a hybrid work arrangement, including working from a designated office location on a schedule determined by your leader and organizational needs. The Company reserves the right to modify your work arrangement, including location expectations and in-person requirements, based on business needs, organizational policy, or regulatory considerations. WHAT WE STAND FOR Our global team values the unique perspectives each employee brings. Our success is driven by an inclusive culture where everyone can learn from one another, regardless of role or background. This collaborative approach helps us continuously improve our products, services, and systems. Duck Creek is committed to equal opportunity for all employees and applicants, with decisions based on skills, experience, and achievements—without regard to any protected status. We strive to lead by example in inclusion, diversity, and equity, creating an environment where employees can be their authentic selves. Our values guide us: We Prioritize Respect, We Listen, We Care, We Add Value, and We Lead. To learn more: https://www.duckcreek.com/life-at-duck-creek AI STATEMENT To ensure an equitable and consistent process, candidates are expected to complete all interviews based on their own knowledge and experience. The use of AI tools during interviews is not permitted. PRIVACY NOTICE By submitting your application, you acknowledge that Duck Creek Technologies may collect and process your personal data – Refer Privacy Notice NOTICE Duck Creek Technologies does not accept agency resumes. # LI-DD1