Senior Customer Support Lead

Job Description

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 Summary:**

As the Customer Engagement Manager, you will be responsible for building strong relationships with clients, understanding their business needs and pain points, and promoting the value of our products. You will be the face of Majesco and work closely with clients to ensure their success while using our software. **

Key Roles And Responsibilities**

• Build exceptional client relationships through regular connects.
• 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.
• Promote the value of our products and software use with as little customization as possible.
• Map customer business processes to Majesco’s product capabilities, identify gaps, and work with stakeholders to bridge those gaps within determined timelines.
• Establish, update, and present a Monthly Governance Report and meeting, that should include:
  • Status updates on customer Incidents, Requests, and Changes; calling out risks, issues, and or dependencies involved;
  • High priority tickets, with associated completion timelines within SLA;
  • Aging ticket follow up and resolution
• 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
• Participate in any sales or SOW agreements, health checks, bureau adoptions, CR requests, release management, advanced configuration, and monitoring.
• Participate in Quarterly Business Reviews in collaboration with Client Partners to review overall account health.
• Arrange for regular meetings with Majesco Product Management team to review the product(s) roadmap.
• Partner with client to cover burn down reports, set priorities of incidents and changes, seek approval of identified priority items for releases, and ensure on-time delivery.
• Monitor customer issues via SNOW, establish priority of items, and keep customer informed of status.
• Perform periodic case reviews of customer issues and concerns to ensure progress is made.
• Assist in creating and delivering training courses and educational materials.

Qualifications and Technical Requirements:

• Bachelor’s degree in business administration, Information Technology Management, or a related field
• Minimum of 10 years of experience in Managing/working with teams focused on Technical Support, customer support, and/or account management role.
• Experience owning the relationship with tier-1 customer(s) in North America
• Experience working with software development lifecycle and application development process.
• Experience working with and/or manage Developers, Architects, QA Analysts, Support Analysts is preferred.
• Demonstrated strong problem-solving skills and is an individual who can serve as a hands-on leader to roll up your sleeves to get things done.
• Flexibility and availability to meet the demands of a 24/7 support operation.
• Ability to work collaboratively with customers, team members, and stakeholders.
• Excellent interpersonal, communication, and presentation skills
• Strong project management skills, including the ability to manage multiple projects/customers simultaneously.

Preferred Qualification:

• Insurance industry background is highly preferred.

Shift: Americas Eastern Hours: - 2:00 pm – 11:00 pm IST