Technical Account Manager

Majesco•United States,

13h•Remote

About The Position

Majesco is a leader in intelligent SaaS solutions for the P&C, L&AH, and Pension & Retirement markets, with an AI-native vision. The company has reimagined the insurance and pension core as an intelligent platform that enables insurers and pension & retirement providers to move faster, see farther, and operate smarter. Majesco has embedded AI and Agentic AI throughout its product portfolio, helping clients reimagine their business with real-time insights, optimized operations, and enhanced outcomes. Their native-cloud SaaS platform provides agility to adapt to evolving risk, regulation, and market expectations, modernize operating models, and accelerate innovation. With over 1400 implementations and more than 375 customers worldwide, Majesco is a trusted solution powering the future of insurance and pension & retirement. Joining Majesco means being part of a team leading the industry through the AI revolution, collaborating with experienced leaders and global teams to build and scale AI-native solutions that solve complex challenges. It's a place where expertise is trusted, judgment is valued, and work defines the future of intelligent insurance and retirement technology.

Requirements

Minimum 10 plus years of experience in customer engagement, technical support, or account management role
At least 3–5 years of experience on insurance technologies, with Property & Casualty (P&C) insurance experience strongly preferred.
Bilingual in English and Spanish, with professional fluency in both languages and the ability to communicate effectively with technical and business stakeholders.
Must reside in Puerto Rico and be able to work effectively in a fully remote environment.
Excellent interpersonal, communication, and presentation skills, with the ability to serve in an advisory role with both technical and business stakeholders.
Consulting and leadership skills, with the ability to adapt to various work settings and navigate complex stakeholder environments.
Demonstrated problem solving and 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 projects, including requirements gathering, functional specifications, QA, user acceptance testing, or training.
Understanding of software development lifecycle methodology and software concepts (e.g., HTML, XML, relational databases, reporting tools).
Experience applying change management concepts on a software implementation project
Bachelor’s degree or global equivalent required

Nice To Haves

ITIL Foundations certification preferred.
familiarity with architecture frameworks and certifications such as TOGAF or Agile Product Owner is a plus.

Responsibilities

Build exceptional client relationships by acting as 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, including insurance and Property & Casualty (P&C) workflows, 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 Majesco's relationship with the customer within regulated insurance environments.
Develop support and action plans with internal teams to drive issue resolution for customers (i.e. backlog burndown, priorities, etc.), including RCAs and long-term stability improvements.
Establish and maintain regular meeting cadence with account stakeholders, including weekly updates, monthly operational reviews, and quarterly alignment meetings.
Communicate proactively with customers regarding product and program information, supportability issues, and strategic product plans where appropriate for insurance clients.
Create project plans to effectively upgrade and drive version currency of our software, including understanding base upgrades, aligning upgrade activities, planning deployments, and coordinating successful releases with stakeholders.
Help customers attain maximum value from the products or services they’ve purchased, ideally assisting them in gaining more value than they anticipated, promoting the value of our products and software use with as little customization as possible, and participating in health checks, bureau adoptions, CR requests, release management, and monitoring.