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