Job Responsibilities:

* Build exceptional client relationships by acting a technical advisor to
assigned premium support accounts, requiring conversational level technical
expertise across Majesco products and specialized skills in at least one area
of Majesco technology.
* Map customer business processes to Majesco’s product capabilities, identify
gaps, and work with stakeholders to bridge those gaps within determined
timelines.
* Manage and understand SNOW incidents, customer escalations, and business pain
points. Partner with internal teams on incident resolution ensuring that the
customer is engaged and aware of action plans and resolution timing.
* Own escalations to resolution for assigned accounts, ensuring customer and
internal stakeholders are updated at defined intervals.
* Work with management on politically sensitive issues impacting either the
customers, business or impacting Majesco's relationship with the customer.
* Develop support and action plans with internal teams to drive issue
resolution for customers (i.e. backlog burndown, priorities, etc.)




* Ensure RCAs are completed and delivered to customers for critical
incidents.
* Establish and maintain regular meeting cadence with account stakeholders.
* Provide weekly updates to key customer support contacts on open support
tickets and activities.
* Monthly operational meetings with customer key stakeholders to provide an
overview of support and solution health.
* Quarterly stakeholder alignment meetings on key projects/initiatives,
account health and intelligence.
* Communicate proactively with customers regarding product and program
information, supportability issues, and strategic product plans where
appropriate.
* Create project plans to effectively upgrade and drive version currency of our
software, by:
* Understanding base upgrades.
* Working with customer and support teams to agree on upgrade activities.
* Planning upgrade deployments to customer environments.
* Notifying and coordinating with

📌 Technical Account Manager (Navi Mumbai)
🏢 Majesco
📍 Navi Mumbai