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Assured is modernizing insurance by transforming claims processing—currently a manual, costly process involving phone calls, faxes, and gut instinct—into a technology-driven operation. The company provides large insurers with software solutions spanning self-service claim filing and backend fraud detection, powering claims processing for some of the largest insurers in the world.
You will join the Support team in Client Engagement as a Principal Technical Account Manager, operating at the intersection of Client Engagement, Product, and Engineering. Your core mission is to transform inbound customer activity into clear action, stronger operations, and better customer outcomes.
Key responsibilities include:
• Distill and triage complex customer issues with strong judgment, clarifying actual problems, gathering context, and determining whether issues need deeper investigation, escalation, or connection to existing projects.
• Act as an air traffic controller across the organization, routing issues with clear context, urgency, and recommended next steps while balancing multiple priorities and knowing when to escalate, dig deeper, or keep things moving.
• Turn inbound activity into useful signals and value-driving opportunities by identifying recurring themes, emerging issues, client friction, process gaps, product opportunities, and operational patterns across tickets, questions, escalations, and support trends.
• Connect support activity to broader projects and priorities by staying aware of active launches, client initiatives, product changes, known issues, and operational workstreams.
• Support Program Managers and cross-functional teams by keeping them connected to support activity that may impact active projects, launches, or strategic initiatives.
• Strengthen the support operating model by building and maintaining processes, documentation, dashboards, workflows, and feedback loops that make support operations more consistent, reliable, and scalable.
• Help the organization understand what support signals are telling us, surfacing trends, risks, and recurring friction early so teams can make better product, process, and client decisions.
• Create trust across teams by being clear, organized, thoughtful, and precise in your read on what matters.
• Move support beyond reactive ticket resolution into an operational feedback loop that improves product quality, client experience, internal process, and team focus.
• Improve the quality of handoffs and escalations by ensuring teams receive background, examples, impact, urgency, and recommended next steps.
• Build systems that make the team smarter through internal knowledge, support playbooks, routing logic, issue summaries, and process documentation.
• Bring clarity when everything feels urgent by helping the team distinguish what needs immediate action, what needs monitoring, and what should be grouped into broader improvement work.
You will thrive in this role if you are naturally curious and investigative, comfortable solving problems without a script in ambiguous or messy situations, possess strong operational judgment about how work moves through a fast-moving company, communicate clearly and practically, are technical-adjacent (understanding product behavior, technical constraints, logs, screenshots, and user workflows), can context switch without losing focus, use AI as leverage rather than a crutch, and look for ways to reduce repeat work and improve underlying systems.
REQUIREMENTS:
The posting does not explicitly state years of experience or formal educational requirements. However, candidates should demonstrate:
- Natural curiosity and investigative mindset
- Ability to work through ambiguous, unfamiliar problems without a playbook
- Strong operational judgment and understanding of how work moves through organizations
- Clear, practical communication skills (written and verbal)
- Technical-adjacent knowledge (not requiring engineering background, but understanding product behavior, technical constraints, logs, screenshots, and system context)
- Ability to context switch between customers, issues, teams, and priorities while maintaining clarity
- Comfort using AI tools to improve speed, synthesis, and quality
- Problem-solving orientation focused on reducing repeat work and improving processes
