Technical Account Manager

Majesco; Mumbai; On-site; INR 3,000,000 - 5,400,000; Full time

Job summary

Majesco in Mumbai seeks a seasoned customer engagement and technical advisory lead to guide premium support accounts. You will map client business processes to Majesco capabilities, identify gaps, and drive timely resolutions with stakeholders.

You will manage incidents in ServiceNow, own escalations to resolution, and partner with internal teams to deliver action plans. Regular meetings, upgrade planning, and ensuring customers gain maximum value from Majesco products are core to the role.

Qualifications

• Minimum 10+ years of experience in customer engagement, technical support, or account management.
• Excellent interpersonal, communication, and presentation skills.
• Consulting Leadership Skills - advisory/leadership capability.
• Demonstrate Problem Solving and Decision-Making for complex problems.
• Strong project management skills with ability to manage multiple projects.

Responsibilities

• Build exceptional client relationships by acting a technical advisor to assigned premium support accounts, requiring technical expertise.
• Map customer business processes to Majesco product capabilities, identify gaps, and bridge them within timelines.
• Manage and understand SNOW incidents, customer escalations, and business pain points; partner with internal teams on resolution.
• Own escalations to resolution, ensuring updates to customer and internal stakeholders.
• Establish regular meeting cadence with account stakeholders; provide weekly/monthly/quarterly updates.
• Create project plans to upgrade and drive version currency of Majesco software; plan upgrades with customers.
• Help customers attain maximum value from products and services; promote minimal customization.
• Participate in health checks, release management, and monitoring.

Skills

Customer engagement

Technical advisor

Insurance tech

Project management

Cross-functional collaboration

ServiceNow

Education

Bachelor's degree or global equivalent

TOGAF and/or Agile Product Owner certification

Tools

ServiceNow

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.