VP, Technical Account Management

The VP, Technical Account Management role leads a team of trusted business advisors to Majesco Premium Support customers who are responsible for providing valuable guidance around operations and optimization of their IT infrastructure. Managing both the Critical Incident Management team and the TAM’s, this leadership role ensures the team guides customers should something unexpected occur in the customers environment and assists in managing the incident to resolution and then follows up to ensure either product improvement or within the customer's IT environment. By maintaining a long-term relationship with customers, the Technical Account Manager gains an understanding of their customers IT organizations; impact on overall business, their IT goals, and their pain points - which is used by the TAM to create and manage a Service Delivery Plan ensuring customers are successful with Majesco’s products.

Job Responsibilities:

These job responsibilities are not only for ensuring the Technical Account Management team is executing on these responsibilities, but the VP role will also hold a set of accounts and responsible for performing these functions.

• 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 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 escalation, and business pain points. Partner with the Support Analyst team on triage and resolution ensuring that the customer is engaged and aware of action plans and resolution timing.
• Manage the Critical Incident function that is responsible for case reviews, escalation management, monitoring & recover and root-cause analysis for critical issues.
• Work with accounts to develop and maintain a support plan (i.e. backlog burndown, priorities, etc.); Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate.
• Create project plans to effectively upgrade and keep our software current, by:
  • Understanding base upgrades;
  • Working with Client and Project teams (analysts, developers, and QA) to agree on upgrade activities;
  • Planning upgrade deployments to customer environments;
  • Notifying and coordinating with stakeholders through successful release of upgrade
• Assisting customers with product training and advice, including responding to technical customer support issues.
• Helping customers attain value from the products or services they’ve purchased, ideally assisting them in gaining more value than they anticipated.
• Assisting sales and marketing with information about product specifications, SOW’s and potential Support revenue opportunities.
• Monitoring common technical support questions/escalations and creating scripts for handling those support requests at scale.
• Participate in health checks, bureau adoptions, CR requests, release management, advanced configuration, and monitoring.
• Analyze and determine most effective method of problem resolution by utilizing applicable internal resources.
• Arrange for regular meetings with Majesco Product Management team to review the product(s) roadmap and provide feedback on client issues.
• Work with management to manage politically sensitive issues impacting either the customers, business or impacting Majesco's relationship with the customer.
• 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.

All About You

• Minimum 15+ years of experience with at least 7-10 years of experience working with insurance software products and applications.
• Minimum of 10 years of experience in customer engagement, customer support, or account management role.
• Consulting & Leadership Skills - Ability to adapt to various work settings and serve in an advisory/leadership role.
• Experience with software implementation project(s) in requirement gathering, functional specifications, QA, user acceptance testing, and training.
• Understanding of software concepts (e.g., HTML, XML, Relational DB, reporting tools).
• Understanding of a project life cycle methodology.
• Experience in applying change management concepts on a software implementation project.
• Ability to work with multiple stakeholders to determine the best solution for a complex problem.
• Strong leadership skills in leading both direct and matrix organizations.
• Demonstrate Problem Solving & Decision-Making skills.
• 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.
• Familiar with architecture frameworks and software design patterns.
• Bachelor’s degree or global equivalent required; TOGAF and/or Agile Product owner certification is a plus.
• Excellent interpersonal, communication, and presentation skills.
• Strong project management skills, including the ability to manage multiple projects simultaneously.
• Ability to work collaboratively with customers, team members, and stakeholders.

What Majesco Offers:

Majesco is committed to equal pay and transparency. The annual base salary range for this position is $165,000 - $210,000.

Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Majesco considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, candidate’s work location, education/training, key skills, internal peer equity, external market data, as well as market and business considerations when making compensation decisions.

At Majesco, we offer a comprehensive employee benefits package with most coverage starting on Day One. Our benefits package includes, but is not limited to: Medical, dental & vision insurance; employer-funded HSA coordinating with a high-deductible health plan; FSA; short-term/long-term disability; Life/AD&D insurance; 401(k), flexible time off, paid sick days & 11 paid holidays; paid parental/bonding leave; career anniversary leave and other voluntary benefits.

Majesco's software for core insurance functions include Policy Administration, Underwriting, New Business Processing, Billing, Claims, Product Modeling, Incentive Compensation and Producer Life cycle Management. Additionally, Majesco offers consulting and insurance specific IT services for testing, data conversion, data-warehousing/BI, mobility, enterprise integration and BPM. Majesco specializes in connecting people and business to insurance in ways that are innovative, hyper-relevant, compelling and personal. Our technology, expertise and leadership helps insurers modernize, innovate and connect to build the future of their business – and the industry – at speed and at scale.

Majesco is an inclusive equal opportunity employer and complies with federal, state and local laws regarding equal employment opportunity. Qualified applicants are considered without regard to race, color, national origin, religious beliefs, sex (including pregnancy), age, disability, sexual orientation, gender identity or expression, citizenship status, military status, genetic information, or any other basis protected by federal, state and/or local employment laws.

If you require accommodations or assistance to complete the online application process, please contact [email protected] and identify the type of accommodation or assistance you are requesting and your contact information. Do not include any medical or health information in this email. This email alias is not for the general submission of application materials and any application materials submitted through this alias will not be considered. In addition, Majesco will not provide a response to inquiries made to [email protected] that are not related to accessibility of the online application system by persons with disabilities.