Associate Technical Account Manager

The Associated Technical Account Manager (TAM) is a trusted advisor to Majesco Premium Support customers providing valuable guidance around operations and optimization of their Majesco solutions. The TAM 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 TAM acts as the primary liaison between the customer and our internal teams, providing expert guidance, support, and advocacy.

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 internal teams on incident resolution ensuring that the customer is engaged and aware of action plans and resolution timing.
• Work with customers to develop and maintain a support plan (i.e. backlog burndown, priorities, etc.); Communicate proactively with customers 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 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
  
  
• 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, SOW's and potential Support revenue opportunities.
• Monitoring common technical support questions/escalations and creating scripts for handling those support requests at scale.
• Participate in health checks, CR requests, release management, and advanced configuration.
• 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.
• Conduct regular operational meetings with customer's key stakeholders to provide an overview of support and solution health.
• Provide weekly updates to key customer support contacts on open support tickets and activities.
• 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 5+ years of experience in Technical Support roles or relevant experience; at least 1-3 years of experience on insurance technologies is preferred.
• Minimum of 3 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 a software development 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.
• Demonstrate Problem Solving & Decision-Making skills.
• Bachelor's degree or global equivalent required; TOGAF and/or Agile Product owner certification is a plus.
• Excellent interpersonal, communication, and presentation skills.
• Strong project management skills, including the ability to manage multiple projects simultaneously.
• Ability to work collaboratively with customers, team members, and stakeholders.
• Experience working with software products and applications.

What Majesco Offers:

Majesco is committed to equal pay and transparency. The annual base salary range for this position is $50,000 to $65,000. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Majesco considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, candidate's work location, education/training, key skills, internal peer equity, external market data, as well as market and business considerations when making compensation decisions.

At Majesco, we offer a comprehensive employee benefits package with most coverage starting Day One. Our benefits package includes, but is not limited to: Medical, dental & vision insurance; employer-funded HSA coordinating with a high-deductible health plan; FSA, short-term/long-term disability; Life/AD&D insurance; 401(k), flexible time off, paid sick days and 11 paid holidays; paid parental/bonding leave; career anniversary leave and other voluntary benefits.