Director, Support

Technical Account Director

The Technical Account Director is a trusted advisor to Majesco Premium Support customers providing valuable guidance around operations and optimization of their Majesco solutions. The Technical Account Director is responsible for building and maintaining strong relationships with our key customers, ensuring their technical needs are met and their satisfaction with our products and services is maximized. The Technical Account Director acts as the primary technical liaison between the customer and our internal teams, providing expert guidance, support, and advocacy. The value the Technical Account Director brings to Premium Support is increased client satisfaction, reduced support costs, and the awareness needed around Majesco product improvements.

Job Responsibilities:

• Build exceptional client relationships by acting a technical advisor to assigned premium support accounts, requiring conversational level technical expertise across Majesco products and specialized skills in at least one area of Majesco technology. 
• Map customer business processes to Majesco’s product capabilities, identify gaps, and work with stakeholders to bridge those gaps within determined timelines.
• Manage and understand SNOW incidents, customer escalations, and business pain points. Partner with internal teams on incident resolution ensuring that the customer is engaged and aware of action plans and resolution timing. 
  • Own escalations to resolution for assigned accounts, ensuring customer and internal stakeholders are updated at defined intervals. 
  • Work with management on politically sensitive issues impacting either the customers, business or impacting Majesco's relationship with the customer.
  • Develop support and action plans with internal teams to drive issue resolution for customers (i.e. backlog burndown, priorities, etc.)
  • Ensure RCAs are completed and delivered to customers for critical incidents.  
• Establish and maintain regular meeting cadence with account stakeholders.
  • Provide weekly updates to key customer support contacts on open support tickets and activities.
  • Monthly operational meetings with customer key stakeholders to provide an overview of support and solution health.
  • Quarterly stakeholder alignment meetings on key projects/initiatives, account health and intelligence. 
• Communicate proactively with customers regarding product and program information, supportability issues, and strategic product plans where appropriate. 
• Create project plans to effectively upgrade and drive version currency of our software, by:
  • Understanding base upgrades.
  • Working with customer and support teams to agree on upgrade activities.
  • Planning upgrade deployments to customer environments.
  • Notifying and coordinating with stakeholders through successful release of upgrade.
• Help customers attain maximum value from the products or services they’ve purchased, ideally assisting them in gaining more value than they anticipated.
• Maintain and expand working knowledge of current and pre-released Majesco products, as well as their integration and methods of support.
• Promote the value of our products and software use with as little customization as possible.
• Manage Majesco’s largest and most strategic accounts autonomously.
• Act as a team lead to mentor and guide new/less senior team members.  
• Serve as a thought leader for best practices of the TAM function to help the team scale. 
• Assist sales and marketing teams with customer insights about product specifications, customer references, SOW’s and potential revenue opportunities.
• Monitor common to complex technical support questions and create scripts for handling those support requests at scale.
• Participate in health checks, bureau adoptions, CR requests, release management, advanced configuration, and monitoring.
• Acts as a thought leader and engages with Majesco Product Management team to provide feedback on client issues resulting in enhanced product roadmaps.
• This role may require occasional work outside of your standard working hours to support Sev1 escalations and other customer issues.

All About You

• Minimum 15+ years of experience in customer engagement, technical support, or account management role; at least 7+ years of experience on insurance technologies is preferred.
• Excellent interpersonal, communication, and presentation skills.
• Consulting & Leadership Skills - Ability to adapt to various work settings and serve in an advisory/leadership role.
• Demonstrate Problem Solving & Decision-Making skills for complex problems across functional areas and stakehold