Job Description

Technical Account Manager

This is a Remote First position based in Puerto Rico. Candidates must reside in Puerto Rico and be bilingual in English and Spanish.

The Technical Account Manager (TAM) is a trusted advisor to Majesco Premium Support customers across the insurance industry, 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, including Property & Casualty (P&C) insurance carriers, ensuring their technical needs are met and their satisfaction with our products and services is maximized. The TAM acts as the primary technical liaison between the customer and our internal teams, providing expert guidance, support, and advocacy. The value the Technical Account Manager brings to Premium Support is increased client satisfaction, reduced support costs, and the awareness needed around Majesco product improvements that support insurance business outcomes.

Job Responsibilities:
• Build exceptional client relationships by acting as 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, including insurance and Property & Casualty (P&C) workflows, 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 Majesco's relationship with the customer within regulated insurance environments.
• Develop support and action plans with internal teams to drive issue resolution for customers (i.e. backlog burndown, priorities, etc.), including RCAs and long-term stability improvements.
• Establish and maintain regular meeting cadence with account stakeholders, including weekly updates, monthly operational reviews, and quarterly alignment meetings.
• Communicate proactively with customers regarding product and program information, supportability issues, and strategic product plans where appropriate for insurance clients.
• Create project plans to effectively upgrade and drive version currency of our software, including understanding base upgrades, aligning upgrade activities, planning deployments, and coordinating successful releases with stakeholders.
• Help customers attain maximum value from the products or services they've purchased, ideally assisting them in gaining more value than they anticipated, promoting the value of our products and software use with as little customization as possible, and participating in health checks, bureau adoptions, CR requests, release management, and monitoring.

All About You
• Minimum 10 plus years of experience in customer engagement, technical support, or account management role; at least 3-5 years of experience on insurance technologies, with Property & Casualty (P&C) insurance experience strongly preferred.
• Bilingual in English and Spanish, with professional fluency in both languages and the ability to communicate effectively with technical and business stakeholders.
• Must reside in Puerto Rico and be able to work effectively in a fully remote environment.
• Excellent interpersonal, communication, and presentation skills, with the ability to serve in an advisory role with both technical and business stakeholders.
• Consulting and leadership skills, with the ability to adapt to various work settings and navigate complex stakeholder environments.
• Demonstrated problem solving and decision-making skills for complex problems across functional areas and stakeholders.
• Strong project management skills, including the ability to manage multiple projects simultaneously.
• Ability to work cross functionally and collaboratively with customers, team members, and stakeholders in technical and non-technical capacities.
• Experience with software implementation projects, including requirements gathering, functional specifications, QA, user acceptance testing, or training.
• Understanding of software development lifecycle methodology and software concepts (e.g., HTML, XML, relational databases, reporting tools).
• Experience applying change management concepts on a software implementation project; ITIL Foundations certification preferred.
• Bachelor's degree or global equivalent required; familiarity with architecture frameworks and certifications such as TOGAF or Agile Product Owner is a plus.

As a member of a rapidly growing and dynamic organization, the successful candidate must be flexible and willing to take on new tasks and responsibilities as business needs evolve. The company reserves the right to vary, change, or update job duties and responsibilities based on business requirements. This role may require shifting priorities, learning new technologies, and contributing to projects outside of the initial scope.

What Majesco Offers:

At Majesco, we offer a comprehensive employee benefits package with most coverage starting on day 1. 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 & 11 paid holidays; paid parental/bonding leave; career anniversary leave and other voluntary benefits.