Customer Service Coordinator

Customer Service Coordinator 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. What You'll Do 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. At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI—empowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes. What You'll Bring Required 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. Preferred 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. Experience in P&C insurance, insurtech, or another highly regulated, data-intensive industry. Familiarity with AI/ML concepts, analytics tools, or data platforms supporting enterprise SaaS products, including how they are deployed and adopted by customers. Background working in or with Product, Professional Services, or Customer Success teams in a cloud-based software company, especially in roles focused on implementations, onboarding, or value realization. Your Impact We believe in clarity and setting you up for success. In your first months, you will learn Guidewire's product portfolio, AI and data platform capabilities, and Product Strategy priorities, while shadowing active deployments and building relationships with key customer and internal stakeholders. As you take ownership of projects, you will drive end-to-end coordination for multiple cloud implementations—keeping plans on track, ensuring data is accurate and usable, and helping customers adopt AI-enabled workflows that reduce effort, improve decision-making, and accelerate time-to-value. Your work will support Guidewire's mission to transform how P&C insurers operate by ensuring our solutions are delivered reliably, securely, and with clear, measurable value, contributing to our goal of being the most trusted, AI-powered platform partner in the industry and helping insurers thrive in a rapidly changing landscape. What's in it for you The people we employ give their all, and in return, we offer flexibility wherever we can, such as: Flexible work environment, including the ability to work remotely within Canada, supported by a collaborative, global culture that values inclusive teams and cross-border partnership. Health and wellness benefits designed to support you across different life stages and work arrangements, reflecting our commitment to holistic employee well-being. Paid time off programs, including volunteer time off, so you can recharge, pursue personal interests, and give back to your community. Market-competitive pay and incentive programs that recognize your impact and contribution to Guidewire's growth, innovation, and customer success. Continual development and internal career growth opportunities, including access to cutting-edge projects, AI learning, and global collaboration across teams and regions, so you can shape your own career adventure at Guidewire. All new hires participate in our in-person orientation, where you'll connect with colleagues, learn about our products and culture, and see firsthand how we combine digital, core, analytics, and AI to help P&C insurers modernize and thrive in a changing world. The Canadian CAD base salary range for this full-time position is 80,000.00 - 100,000.00. Your base pay will depend on your experience, skills, education, training, and location among other factors. All full-time positions or part-time roles working 30 hours or more a week at Guidewire are eligible for benefits that support their health and well-being including health, dental, and vision insurance, paid time off, and a company sponsored retirement plan. In addition, some roles may be eligible for the annual company bonus plan, commissions, and/or long term incentive awards which are contingent on a variety of factors including, but not limited to, company and employee performance. 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 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 Guidewire