Technical Account Manager

Majesco; Mumbai; On-site; INR 350,000 - 700,000; Full time

Job summary

Majesco is seeking an experienced professional to serve as a technical advisor for premium support accounts in Mumbai. You will drive customer engagement, map processes to product capabilities, and manage incidents and escalations with cross-functional teams.

With 10+ years in customer engagement or account management and insurance technology experience, you will lead upgrade planning, stakeholder communications, and value realization for Majesco software.

Qualifications

• Bachelor's degree or global equivalent required.
• 10+ years in customer engagement or related roles.
• Experience with insurance technologies is preferred.
• Strong Leadership and advisory capabilities.

Responsibilities

• Build exceptional client relationships by acting as a technical advisor to assigned premium support accounts, requiring conversational level technical expertise across Majesco products.
• Map customer business processes to Majesco product capabilities, identify gaps, and bridge them within timelines.
• Manage SNOW incidents, customer escalations, and business pain points, coordinating with internal teams.
• Establish regular meeting cadence with stakeholders and provide weekly/monthly/quarterly updates.
• Communicate proactively on product plans and supportability issues.
• Create project plans to upgrade and maintain version currency of Majesco software.
• Help customers maximize value from products with minimal customization.
• Promote Majesco product value during health checks and release management.
• This role may require occasional work outside standard hours for Sev1 escalations.

Skills

Client relationship management

Technical advisory

Cross-functional collaboration

Stakeholder management

Presentation skills

Education

Bachelor's degree or global equivalent

TOGAF or Agile Product owner certification

Tools

ITIL Foundations

TOGAF

Agile Product Owner

Relational DB

Job description

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 Majescos 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.
• Participate in health checks, bureau adoptions, CR requests, release management, and monitoring.
• This role may require occasional work outside of your standard working hours to support Sev1 escalations and other customer issues.

All About You

• 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 - 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 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 project(s) 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, and a solid knowledge of the PC business function supported.
• 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.