Summary

The Principal is the Services leader/owner of the Customer Account and the field leader on all implementation related topics. You’ll be responsible for the success of the cloud transformation programs, ensuring that projects stay on track and that Guidewire delivers real value to the customer’s business.

Job Description

The Role

The Principal is the Services leader/owner of the Customer Account and the field leader on all implementation related topics.

You’ll be responsible for the success of the cloud transformation programs, ensuring that projects stay on track and that Guidewire delivers real value to the customer’s business.

You’ll coordinate internal and external teams, manage delivery risks, and serve as a trusted advisor to customer stakeholders. You’ll also work closely with Sales, Product, and other internal teams to ensure smooth delivery, clear communication, and long-term success.

You will advocate for customers’ needs with partners and internal teams while being accountable for the portfolio’s financial performance and revenue growth.

Key Responsibilities

Cloud Program Leadership

Lead the planning and execution of cloud transformation programs across assigned customer accounts

Coordinate key activities like performance testing, cutovers, and handovers to customer success

Monitor progress, identify risks, and work with delivery teams to keep programs on track

Ensure customer programs align with business objectives and success criteria

Customer Relationship and Advocacy

Act as a trusted delivery partner to customer stakeholders and SI (System Integrator) partners

Provide strategic input on how customers can best use Guidewire products and services

Advocate for customer needs within Guidewire—collaborating with Product, Cloud Ops, and Support

Support governance activities like steering committees and executive reviews

Sales and Pre-Sales Support

Support sales teams by contributing to cloud transformation proposals and services estimates

Participate in early conversations with customers to shape engagement plans

Own small to mid-size opportunity proposals and help develop Statements of Work (SOWs)

Program Financial Management

Track budgets and forecast delivery costs for your programs

Contribute to overall account profitability by managing margin, staffing, and scope alignment

Ensure a smooth transition from implementation to BAU support and customer success

KPIs & Success Metrics

Program Success Rate – % of cloud implementations delivered on time, on scope, and within budget

Customer Engagement Quality – CSAT scores and stakeholder feedback from assigned accounts

Delivery Efficiency – Accuracy of delivery forecasting, staffing plans, and margin impact

Establishing and achieving Account specific Services Revenue, Profitability and Sales targets

Key Skills & Experience

Experience in enterprise software delivery, consulting, or transformation

Experience in a customer-facing leadership role

Hands-on experience with large-scale software or cloud implementations

Strong communication and relationship-building skills with customer stakeholders

Familiarity with budgeting, forecasting, and tracking financials at the program level

Experience coordinating across delivery teams, partners, and customer teams

High-level understanding of cloud platforms and SaaS delivery models

Ability to manage and mitigate delivery risks in complex environments

Proficiency with tools like Jira, Confluence, Power BI, or similar platforms

Comfortable leading both internal and external stakeholder conversations

Strong sales acumen, capable of identifying and creating new sales opportunities through strategic thinking and proactive engagement

Preferred Skills & Experience

Working knowledge of Guidewire Cloud Platform (GWCP) and associated services

Understanding of P&C insurance industry processes and workflows

AWS or cloud platform certifications

PgMP, PMP, or SAFe certifications

Previous experience working with System Integrator (SI) partners

Familiarity with regulated industries (e.g., insurance, healthcare, banking)

Prior experience in customer success, engagement management, or program delivery

Exposure to commercials—proposals, SOWs, or pricing

Experience in managing global or multi-region customer programs

Comfortable working in fast-paced, matrixed environments with shifting priorities

About Guidewire

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.

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.