Technical Account Manager

$90,000 - $125,000/Yr

Majesco - State College, PA

Full-time - Mid Level

State College, PA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Technical Account Manager (TAM) serves as a trusted advisor to Majesco Premium Support customers, focusing on optimizing their use of Majesco solutions. This role is pivotal in building and maintaining strong customer relationships, ensuring technical needs are met, and maximizing customer satisfaction with Majesco's products and services. The TAM acts as the primary technical liaison between customers and internal teams, providing expert guidance and support while advocating for customer needs.

Responsibilities

• Build exceptional client relationships by acting as a technical advisor to assigned premium support accounts.
• Map customer business processes to Majesco's product capabilities, identify gaps, and work with stakeholders to bridge those gaps.
• Manage and understand SNOW incidents, customer escalations, and business pain points.
• Partner with internal teams on incident resolution ensuring customer engagement and awareness of action plans.
• Own escalations to resolution for assigned accounts, ensuring updates to customers and internal stakeholders.
• Work with management on politically sensitive issues impacting customers or Majesco's relationships.
• Develop support and action plans with internal teams to drive issue resolution for customers.
• 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.
• Conduct monthly operational meetings with customer key stakeholders to provide an overview of support and solution health.
• Facilitate quarterly stakeholder alignment meetings on key projects, account health, and intelligence.
• Communicate proactively with customers regarding product and program information, supportability issues, and strategic product plans.
• Create project plans to effectively upgrade and drive version currency of software, coordinating with stakeholders for successful releases.
• Help customers attain maximum value from the products or services they've purchased.
• Maintain and expand working knowledge of current and pre-released Majesco products and their integration.
• Promote the value of products and software use with minimal customization.
• Participate in health checks, bureau adoptions, CR requests, release management, and monitoring.

Requirements

• Minimum 10+ years of experience in customer engagement, technical support, or account management role.
• At least 3-5 years of experience on insurance technologies is preferred.
• Excellent interpersonal, communication, and presentation skills.
• Consulting & Leadership Skills with the ability to adapt to various work settings.
• Demonstrate Problem Solving & Decision-Making skills for complex problems across functional areas.
• Strong project management skills, including the ability to manage multiple projects simultaneously.
• Ability to work cross-functionally and collaboratively with customers and stakeholders.
• Experience with software implementation projects in requirement gathering, functional specifications, QA, user acceptance testing, or training.
• Understanding of software development life cycle methodology and software concepts (e.g., HTML, XML, Relational DB, reporting tools).
• Experience in applying change management concepts on a software implementation project.
• ITIL Foundations Certified preferred.
• Possesses a working knowledge of the business and/or technical environments in which the system operates.
• Familiarity with architecture frameworks and software design patterns.
• Bachelor's degree or global equivalent required; TOGAF and/or Agile Product owner certification is a plus.

Nice-to-haves

• ITIL Foundations Certification
• TOGAF Certification
• Agile Product Owner Certification

Benefits

• 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
• Other voluntary benefits