Remote Technical Account Manager

Job Description

Job Role: Technical Account Manager

Shift Timing: 5:30 PM – 2:30 AM IST

Our Purpose:

At Majesco, we believe in connecting people and business to Insurance in ways that are Innovative, Hyper-Relevant, Compelling and Personal. We bring together the brightest minds to build the future of Insurance; a world where Insurance makes life and business easier, more connected, and better protected. If you are passionate about the power and possibilities that cloud technologies have unleashed and are looking to deliver transformative and innovative solutions that transform the customer experience, come join us!

Job Overview

Technical Account Manager / Business Analyst

This dynamic hybrid role combines the customer-facing aspects of a Technical Account Manager with the analytical skills of a Business Analyst, creating a unique position that bridges technology, business strategy, and client relations. This role requires a unique blend of technical expertise, business acumen, and interpersonal skills. The ideal candidate will be comfortable switching between client-facing activities and in-depth analytical work, driving both customer satisfaction and business growth.

Responsibilities:

• Serve as the primary technical point of contact for assigned clients, addressing their needs and ensuring customer satisfaction
• Analyze clients' business processes and technical requirements to identify opportunities for improvement and optimization
• Gather and analyze business requirements from clients and internal stakeholders, create detailed functional specifications and user stories, Develop process flows, use cases, and other documentation
• Provide technical support, training, product demos to customers on our products and services
• Develop and maintain strong relationships with key stakeholders in client organizations
• Create detailed reports on product performance, customer usage patterns, and market trends
• Translate complex technical concepts into clear, actionable insights for both technical and non-technical audiences
• Monitor and report on key account metrics and customer satisfaction levels
• Develop deep knowledge and serve as a subject matter expert in our product Loss Control 360
• Support customer’s postproduction environments, including (but not limited to) – Configuration, Identifying defects in the software, Enabling / configuring new modules, Answering questions on LC360 functionality, Writing specifications based on requirements that engineering will utilize to write code for new features
• Serve as team resource on application related matters and attends calls as subject matter expert related to configuration, requirements gathering, and specifications for new features / enhancements for LC360.
• Work closely with Technical Support and Engineering to identify solutions for customer needs
• Understand client business and workflow
• Understand LC360 best practicesand how LC360 interacts with third party applications
• Update client instances in support of configuration needs, including forms and outputs
• Work closely with the Customers and release manager to successfully plan and schedule releases of new code to both Non-Production and Production environments for custom plug-in layer as well as Core Upgrades
• Communicate progress and any potential problems to manager and/or client for awarenessand transparency
• When working with customers to develop and implement new features, must define project scope, objectives, and deliverables.
• Act as the primary point of contact between the project team and stakeholders. Facilitate clear communication, manage expectations, and provide regular updates on project status and progress.
• Identify potential risks and develop mitigation strategies. Monitor and manage risks throughout the project lifecycle to minimize impact on project outcomes.
  
  

Qualification:

Bachelor’s degree in computer science, Information Technology, or a related field

Required Experience

• 3 years software implementation or software support role
• 3 years requirements gathering, analysis, and translation to technical specification
• 3 years of experience in a technical account management and/or business analyst role
• Ability to present, communicate to, and listen to customers with a high level of professionalism
• Experience with customer relationship management (CRM) software, preferably ServiceNow and experience using JIRA
• Ability to gather requirements, analytics, and translate those with a high degree of specification
• Ability to manage multiple priorities and work in a fast-paced environment
  
  

Preferred Experience

• 5+ years software implementation, business analyst/architect, or software support role
• 5+ years requirements gathering, analysis, and translation to specification
• 3 years of experience with product and/or project management
• Property & Casualty Insurance knowledge a plus
• Experience or knowledge in using Agile approaches (Scrum, Kanban) and working closely with development teams
• Ability to gather requirements, analytics, and translate those with a high degree of specification
• Ability to manage multiple priorities and work in a fast-paced environment