Technical Account Manager (Premium Support)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Technical Account Manager (Premium Support) (SaaS/Insurance): Coordinating the customer support experience and leading critical escalations for enterprise customers with an accent on cross-functional leadership and SLA adherence. Focus on driving long-term resolution plans, managing stakeholder expectations, and reducing repeat incidents through proactive problem management.
Location: Must reside within reasonable proximity to Sydney, Australia (Hybrid arrangement)
Company
Intelligent solutions provider defining the future of the property and casualty (P&C) insurance industry through a modern SaaS platform.
What you will do
- Serve as the primary operational support contact for assigned enterprise customers.
- Lead customer-facing communication during major incidents and critical escalations.
- Coordinate cross-functional teams across Support, Engineering, Product, Infrastructure, and Cloud Operations.
- Ensure adherence to service commitments, including SLA/SLO performance.
- Conduct regular service reviews and drive continuous improvement initiatives.
- Track corrective actions, root cause investigations, and long-term resolution plans.
Requirements
- 5+ years in Technical Account Management, Enterprise Support, Escalation Management, SRE, or Service Operations.
- Experience managing customer-facing escalations and major incidents.
- Strong understanding of enterprise SaaS environments and support operations.
- Excellent stakeholder management and communication skills.
- Must be based in or reside near Sydney, Australia to participate in in-person collaboration.
Nice to have
- ITIL certification or experience.
- Experience in the Insurance or Financial Services industry.
- Experience with ServiceNow, Jira, and various monitoring platforms.
Culture & Benefits
- Flexible-first approach offering autonomy in how work is managed.
- "Flying Together" initiative focusing on meaningful in-person collaboration and team connection.
- Environment backed by Vista Equity Partners, emphasizing long-term investment and career growth.
- Inclusive culture that values diverse perspectives, respect, and continuous learning.
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