Technical Account Manager

Utilant Morristown , NJ 07960

Posted 2 months ago

Be part of the transformation at Utilant, one of the fastest-growing InsurTech companies in the industry!

Utilant is the leading provider of Loss Control software for the Property & Casualty Insurance industry. Our software, Loss Control 360 a property inspection management system is used by insurance carriers to inspect complex risks in over 150 countries worldwide.

Job Summary:

This position is the single point-of-contact for their assigned accounts focused on maintaining and building an overall exceptional business relationship. Representatives provide solution based delivery of customer service type calls and work order requests. Assists with project optimization by recognizing potential efficiency improvements; capitalizing on sales opportunities, taking action to positively affect the project/account and escalating issues to appropriate parties where necessary.

General Accountabilities:

  • Discussion with technical teams from both the client, and Utilant to concisely and accurately document the technical requirements related to their client portfolio

  • Work with Utilant staff to accurately document and specify requests from their client portfolio so that artifacts can be provided to key business and/or IT personnel with an estimated effort necessary for the changes being requested

  • The person will be responsible for initial communication to the initiator of inbound tickets indicating any actions taken or resolutions discovered on submitted items

  • The person will be responsible for proactively communicating with their client portfolio about any issues or features the portfolio has in the pipeline

  • Keeping a collaborative, up to date list of the items currently outstanding for the client

  • Scheduling recurring calls with key business and IT personnel for the client to ensure communication of any in flight items

  • This person will be responsible for determining the appropriate parties to fulfill a clients request and ensure timely execution and completion of the request, if they are unable to do so themselves

  • Successful candidates will be fast learners, detail oriented and possess excellent verbal and written communication skills.

  • Able to recognize sales opportunities, close or escalate to appropriate party.

  • Tenacity building client relations, resolving problems and promoting end-user satisfaction.

  • Able to listen to client concerns, evaluate needs, resolve issues, and create an overall exceptional experience.

  • Conduct a monthly SWOT analysis of the account strengths and weaknesses.

  • Develop objectives to address account activity and SWOT.

  • Participate in RFP process when appropriate.

  • Must possess and maintain superior knowledge of the project upon implementation and as the relationship is maintained and progresses.

  • Hands on experience with troubleshooting, solution and follow-up process.

  • Previous experience in a software / IT environment beneficial.

  • Microsoft Office applications, technically savvy with mobile, internet and multiple computing platforms.

  • Time management, detail and organizational aptitude necessary.

Education & Experience:

  • Education: Bachelor's Degree in related major and 2 years of related experience

OR

  • Experience: At least 4 (4) years of related experience.

Skills/Competencies:

  • Works with customer on business requirements and can function as a Business Analyst to put together accurate statements of work and provides to client in a timely fashion.

  • Regularly follows up with client on items waiting quote approval for sign off and future plans to release.

  • Intermediate proficiencies with Office 365 suite. Familiarity with web-based applications. Ability to become proficient within first year on any Utilant specific applications.

  • Works with peers, other depts, team lead, manager to gather relevant information and receive guidance on how to make the best decisions for both our clients and Utilant.

  • Completes all required trainings within first 3 months of employment. Utilizes peers and other offered trainings throughout the year to proactively expand knowledge base.

  • Familiarity with AGILE development/project management concepts is preferred

  • Familiarity with common API services/formats such as XML and JSON preferred

  • Intermediate/Advanced skills with Microsoft Excel a preferred

  • Basic HTML and MS-SQL also a plus

Physical Demands & Work Environment:

  • The work is sedentary, typically employee sits comfortably to do the work. There may be some walking; standing; bending; carrying of light items such as paper, books, or notebooks.

  • Work is normally performed in a typical interior/office work environment that requires normal safety precautions.

  • This person may be required to travel to assist the client onsite on occasion.

This position is based our of our New Jersey office located at 1 High Street Court, Morristown NJ 07960

Must be authorized to work in the United States without sponsorship.


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