Technical Account Manager

Majesco; Mumbai; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

Majesco is seeking a senior client engagement and account management professional with deep expertise in insurance technologies to act as a technical advisor for premium support accounts. You will map business processes, manage incidents, and drive resolution with internal teams, maintaining strong stakeholder communications and regular executive updates.

You will lead upgrade planning, ensure version currency, and help customers extract maximum value from Majesco products, while collaborating

Qualifications

• 10+ years in customer engagement, technical support, or account management.
• Excellent interpersonal, communication, and presentation skills.
• Consulting & leadership abilities across diverse settings.
• Strong problem-solving and decision-making for complex issues.
• Strong project management and multi-project handling.
• Cross-functional collaboration with customers and teams.
• Experience with software implementation projects (requirements gathering, specs, QA, UAT, training).
• Understanding of SDLC and software concepts (HTML, XML, Relational DB, reporting tools).
• Change management experience; ITIL Foundations is a plus.
• Knowledge of P&C business functions and relevant environments.
• Familiarity with architecture frameworks and software design patterns.
• Bachelor's degree or global equivalent; TOGAF or Agile Product Owner a plus.

Responsibilities

• Build exceptional client relationships as a technical advisor for premium support accounts.
• Map customer processes to Majesco capabilities and bridge gaps within timelines.
• Manage SNOW incidents, escalations, and business pain points; coordinate with internal teams for resolution.
• Own escalations and provide regular updates to stakeholders.
• Address sensitive issues impacting customers or Majesco relationships.
• Develop support plans with internal teams to drive issue resolution.
• Establish regular cadence with account stakeholders and provide weekly/monthly/quarterly updates.
• Plan upgrades and ensure version currency of Majesco software.
• Help customers maximize value with minimal customization.
• Maintain knowledge of Majesco products and integrations.
• Promote product value and conduct health checks and monitoring.
• Occasional after-hours work for Sev1 escalations.

Skills

Client engagement

Technical support

Account management

Insurance tech

Interpersonal skills

Communication

Presentation

Consulting leadership

Problem solving

Decision making

Project management

Cross-functional collaboration

Software implementation

Requirements gathering

Functional specs

QA

UAT

Training

SDLC

HTML

XML

Relational DB

Reporting tools

Change management

ITIL Foundations

P&C domain

Architecture patterns

Software design patterns

Bachelor

TOGAF

Agile Product Owner

Education

Bachelor's degree

TOGAF certification

Agile Product Owner certification

Tools

HTML

XML

Relational DB

Reporting tools

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 Majesco's 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 incustomer 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 P&C 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.