This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Account Manager based in India.
Responsibilities
Act as a trusted technical advisor for assigned premium support accounts, developing strong relationships with customer stakeholders and maintaining conversational-level expertise across the relevant product portfolio.
Map customer business processes to product capabilities, identify gaps, and coordinate appropriate solutions within agreed timelines.
Own customer incidents, escalations, support tickets, and business pain points through resolution, ensuring clear communication and regular updates throughout the process.
Partner with internal technical and support teams to develop action plans, prioritize backlogs, resolve issues, and manage sensitive customer situations.
Ensure root-cause analyses are completed and communicated to customers following critical incidents.
Establish regular communication cadences, including weekly support updates, monthly operational reviews, and quarterly stakeholder alignment meetings.
Proactively communicate product updates, supportability considerations, strategic product plans, and other information relevant to customer success.
Develop and manage project plans for software upgrades, including requirements, stakeholder coordination, deployment planning, communications, and successful release execution.
Help customers maximize the business value of their purchased products and services while encouraging effective product adoption and minimizing unnecessary customization.
Maintain and expand knowledge of current and upcoming products, integrations, support processes, and relevant technical capabilities.
Participate in health checks, release management, change requests, bureau adoption initiatives, monitoring activities, and other account-level programs.
Manage multiple projects and priorities while maintaining strong customer engagement and delivery quality.
Support Sev1 escalations and other critical customer issues outside standard working hours when required.
Requirements
10+ years of experience in customer engagement, technical support, technical account management, or a related customer-facing technology role.
3–5 years of experience working with insurance technology or within the property and casualty insurance domain is preferred.
Bachelor's degree or global equivalent in a relevant discipline.
Excellent interpersonal, written, verbal, and presentation skills, with the ability to communicate effectively with both technical and non-technical audiences.
Strong consulting, leadership, problem-solving, and decision-making capabilities, particularly when managing complex issues involving multiple functions and stakeholders.
Proven project management skills, including the ability to coordinate multiple initiatives simultaneously and maintain delivery against timelines.
Experience collaborating cross-functionally with customers, technical teams, business stakeholders, and leadership.
Experience with software implementation projects involving requirements gathering, functional specifications, quality assurance, user acceptance testing, or training.
Understanding of software development lifecycle methodologies and foundational software concepts such as HTML, XML, relational databases, and reporting tools.
Experience applying change management principles within software implementation or transformation initiatives.
Working knowledge of the business and technical environments in which enterprise software operates, with a solid understanding of relevant P&C insurance processes.
Familiarity with architecture frameworks and software design patterns.
ITIL Foundation certification is preferred.
TOGAF and/or Agile Product Owner certification is a plus.
Ability to operate effectively as a technical advisor and leader across varied business environments.
Conditions
Fully remote working opportunity from India.
Senior, customer-facing position with significant ownership of strategic accounts.
Opportunity to work closely with enterprise customers and senior stakeholders.
Exposure to insurance technology, enterprise software, product integrations, implementation, and technical support.
Opportunity to influence customer outcomes, product adoption, and long-term account health.
Cross-functional collaboration with technical, support, product, and business teams.
Opportunities to strengthen consulting, leadership, project management, and technical advisory skills.
Exposure to software upgrades, release management, health checks, change initiatives, and complex customer escalations.
Full-time employment with opportunities to contribute to high-impact customer initiatives.
Occasional flexibility to support critical Sev1 incidents and priority customer needs outside standard working hours.