Technical Account Manager – Remote (Puerto Rico)

About the role

The Technical Account Manager (TAM) serves as a trusted advisor for Majesco Premium Support customers in the insurance sector. This remote‑first position is based in Puerto Rico and requires bilingual English‑Spanish communication.

Key responsibilities

• Build and maintain strong relationships with assigned premium support accounts, providing technical guidance across Majesco products.
• Map customer P&C insurance workflows to Majesco capabilities, identify gaps and coordinate remediation.
• Manage ServiceNow incidents, escalations and business pain points, ensuring timely resolution and clear communication.
• Own escalations, develop action plans, conduct root‑cause analyses and drive long‑term stability improvements.
• Conduct regular stakeholder meetings, including weekly updates, monthly operational reviews and quarterly alignment sessions.
• Plan and execute software upgrades, coordinating deployments and releases with customers.

Required profile

• 10+ years of experience in customer engagement, technical support or account management, with 3–5 years in insurance technology (P&C preferred).
• Bilingual English‑Spanish with professional fluency.
• Excellent communication, consulting and leadership abilities.
• Strong problem‑solving, decision‑making and project‑management skills.
• Experience with software implementation projects and change‑management concepts.
• Bachelor’s degree or equivalent; ITIL Foundations certification preferred.

Required skills

• ServiceNow incident management.
• HTML, XML and relational database knowledge.
• Reporting tools.
• ITIL Foundations.
• Familiarity with TOGAF or Agile Product Owner frameworks.

What we offer

• Medical, dental and vision insurance with employer‑funded HSA.
• Flexible spending accounts, short‑ and long‑term disability, life/AD&D coverage.
• 401(k) plan, paid time off, paid holidays and parental leave.
• Career anniversary leave and additional voluntary benefits.