Senior Technical Account Manager

Senior Technical Account Manager

The Technical Account Manager (TAM) is a trusted business advisor to Majesco Premium Support customers providing valuable guidance around operations and optimization of their IT infrastructure.  The TAM guides customers should something unexpected occur in the customers environment and assists in managing the incident to resolution and then follows up to ensure either product improvement or within the customer's IT environment. By maintaining a long-term relationship with their customers a TAM gains an understanding of their customers; IT organizations; impact on overall business, their IT goals, and their pain points - which is used by the TAM to create and manage a Service Delivery Plan ensuring their customers operational success with Majesco’s products. 
 

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 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 escalation, and business pain points. Partner with the Support Analyst team on triage and resolution ensuring that the customer is engaged and aware of action plans and resolution timing. 
• Work with accounts to develop and maintain a support plan (i.e. backlog burndown, priorities, etc.); Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate. 
• Create project plans to effectively upgrade and keep our software current, by:
  • Understanding base upgrades;
  • Working with Client and Project teams (analysts, developers, and QA) to agree on upgrade activities;
  • Planning upgrade deployments to customer environments; 
  • Notifying and coordinating with stakeholders through successful release of upgrade
• Assisting customers with product training and advice, including responding to technical customer support issues.
• Helping customers attain value from the products or services they’ve purchased, ideally assisting them in gaining more value than they anticipated.
• Assisting sales and marketing with information about product specifications.
• Monitoring common technical support questions/escalations and creating scripts for handling those support requests at scale.
• Participate in any sales or SOW agreements, health checks, bureau adoptions, CR requests, release management, advanced configuration, and monitoring.
• Analyze and determine most effective method of problem resolution by utilizing applicable internal resources.
• Arrange for regular meetings with Majesco Product Management team to review the product(s) roadmap and provide feedback on client issues.
• Work with management to manage politically sensitive issues impacting either the customers, business or impacting Majesco's relationship with the customer.
• 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.

All About You

• Minimum 10+ years of experience with at least 7-10 years of experience on insurance technologies such as Guidewire, Duckcreek, Insurity etc.
• Minimum of 5 years of experience in customer engagement, customer support, or account management role.
• Consulting & Leadership Skills - Ability to adapt to various work settings and serve in an advisory/leadership role.
• Experience with software implementation project(s) in requirement gathering, functional specifications, QA, user acceptance testing, or training.
• Understanding of software concepts (e.g., HTML, XML, Relational DB, reporting tools).
• Understanding of a project life cycle methodology.
• Experience in applying change management concepts on a software implementation project.
• Ability to work with multiple stakeholders to determine the best solution for a complex problem.
• Strong leadership skills.
• Demonstrate Problem Solving & Decision-Making skills.
• Possesses a working knowledge of the business and/or technical environments in which the system operates, and a solid knowledge of the P&C business function supported. 
• Familiar with architecture frameworks and software design patterns. 
• Bachelor’s degree or global equivalent required; TOGAF and/or Agile Product owner certification is a plus.
• Excel