Principal Technical Account Manager

assured; United States; Remote; USD 140,000 - 190,000; Full time

Job summary

Assured is hiring a Principal Technical Account Manager for its Support team within Client Engagement.

You will turn inbound customer activity into clear action, help triage complex issues, and connect support work to broader projects and strategic initiatives. You’ll balance priorities across Client Engagement, Product and Engineering, serving as a voice of the customer.

Qualifications

• Strong communicator with cross-functional collaboration experience.
• Ability to triage complex issues and determine next steps.
• Experience turning support activity into actionable insights for product/engineering.
• Ability to connect support work to broader programs and initiatives.
• Experience creating processes, dashboards and knowledge bases to scale support.

Responsibilities

• Distill and triage complex issues with clear judgment and context.
• Act as an air traffic controller across the organization, routing issues with urgency and next steps.
• Turn inbound activity into signals and identify recurring themes and opportunities.
• Connect activity to broader projects and priorities to avoid silos.
• Support Program Managers and project teams on strategic initiatives.
• Strengthen the support operating model with processes, documentation and playbooks.

Skills

Communication

Cross-functional collaboration

Issue triage

Data-driven insights

Process improvement

Stakeholder management

Knowledge management

Job description

Assured is on a mission to modernize insurance. Claims processing (i.e. should we pay this claim?), while often overlooked, is the foundation of the entire industry. It’s currently highly manual, involving phone calls, faxes, and gut instinct, costing tens of billions of dollars a year. We can do better.

At Assured, we provide large insurers with the software solutions they need to win in a modern, technology‑driven world. From self‑service claim‑filing software to backend fraud detection, we’re the engine that powers claims processing for some of the largest insurers in the world.

The challenges we face are deep and diverse, from creating digital experiences that provide comfort and clarity to claimants at their most stressed and vulnerable to orchestrating large‑scale ML‑driven decision‑making on billions of dollars of claims payments, life at Assured is dynamic, collaborative, and rewarding.

We’re looking for a Principal Technical Account Manager to join our Support team in Client Engagement.

In this role, you’ll turn inbound customer activity into clear action, stronger operations, and better customer outcomes. You’ll sit at the intersection of Client Engagement, Product, and Engineering, helping triage complex issues, identify patterns and opportunities, and connect support activity to broader projects and strategic initiatives already in motion. You’ll also serve as a key voice of the customer, helping the business understand what customers are experiencing and where we can improve.

Candidates should be strong communicators who are comfortable working cross‑functionally in a fast‑moving, ambiguous environment where priorities and context shift quickly and clear ownership matters.

Some of the Work You’ll Own:

• Distill and triage complex issues with strong judgment. Understand what is being reported, clarify the actual problem, gather the right context, and determine whether it needs deeper investigation, escalation, or connection to an existing project or workstream.
• Act as an air traffic controller across the organization. Route issues with clear context, urgency, and recommended next steps while balancing multiple priorities. Know when to elevate, dig deeper, ask for help, keep moving.
• Turn inbound activity into useful signals and value‑driving opportunities. Look across tickets, customer questions, escalations, and support trends to identify recurring themes, emerging issues, client friction, process gaps, product opportunities, and operational patterns.
• Connect activity to broader projects and priorities. Stay aware of active launches, client initiatives, product changes, known issues, and operational workstreams so support activity does not live in a vacuum.
• Support Program Managers and project teams. Provide support on strategic projects as needed.
• Strengthen the support operating model. Build processes, documentation, dashboards, workflows and feedback loops that make support operations more consistent, reliable and scalable.

How You’ll Make an Impact:

• Help the organization understand what support is telling us. Surface trends, risks and recurring friction early so teams can make better product, process and client decisions.
• Create trust across teams. Client Engagement, Product and Engineering need to trust your read on what matters. You’ll earn that trust by being clear, organised, thoughtful and precise.
• Move support beyond reactive ticket resolution. Help turn support into an operational feedback loop that improves product quality, client experience, internal process and team focus.
• Improve the quality of handoffs and escalations. Make sure teams receive the background, examples, impact, urgency and recommended next step they need to act quickly and confidently.
• Build systems that make the team smarter. Create and maintain internal knowledge, support playbooks, routing logic, issue summaries and process documentation that help the team improve over time.
• Bring clarity when everything feels urgent. Help the team distinguish what needs immediate action, what needs monitoring and what should be grouped into broader improvement work.

You’ll Probably Thrive Here If You:

• Are naturally curious and investigative. You like digging into messy problems, asking better q