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Assured is modernizing insurance claims processing, replacing manual workflows (phone calls, faxes, gut instinct) with software solutions for large insurers. The company provides self-service claim-filing software and backend fraud detection systems that power claims processing for major insurers.
You will join the Support team in Client Engagement as a Senior Technical Account Manager, sitting 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:
• Triage and distill complex customer issues with strong judgment—understand what is being reported, clarify the actual problem, gather context, and determine whether escalation, deeper investigation, or connection to existing projects is needed.
• Act as an air traffic controller across the organization—route issues with clear context, urgency, and recommended next steps while balancing multiple priorities. Know when to escalate, dig deeper, ask for help, or keep things moving.
• Turn inbound activity into signals and value—identify recurring themes, emerging issues, client friction, process gaps, product opportunities, and operational patterns across tickets, questions, escalations, and support trends.
• Connect activity to broader projects—stay aware of active launches, client initiatives, product changes, known issues, and workstreams so support activity informs strategic decisions.
• Support Program Managers and cross-functional teams—keep teams connected to support activity that may impact active projects, launches, or strategic initiatives.
• Strengthen the support operating model—build and maintain processes, documentation, dashboards, workflows, and feedback loops that make support operations more consistent, reliable, and scalable.
You will help the organization understand what support signals reveal, surface trends and risks early, create trust across teams through clear and organized communication, move support beyond reactive ticket resolution into an operational feedback loop, improve the quality of handoffs and escalations, and build systems and documentation that make the team smarter over time.
You thrive in this role if you are naturally curious and investigative, comfortable solving problems without a script in ambiguous situations, have strong operational judgment about when to escalate or involve other teams, communicate clearly and practically in writing, are technical-adjacent (understanding product behavior, technical constraints, logs, workflows, and system context without needing to be an engineer), can context switch while staying clear on priorities and ownership, use AI as leverage to improve speed and synthesis while maintaining critical thinking and accountability, and look for ways to reduce repeat work and improve underlying processes.
REQUIREMENTS:
The posting does not explicitly state years of experience or formal education requirements. However, it emphasizes the need for strong operational judgment, cross-functional communication skills, technical-adjacent knowledge (understanding product behavior, logs, screenshots, workflows, and system context), comfort with ambiguity and problem-solving without scripts, ability to use AI tools effectively, and demonstrated ability to work in fast-moving, complex environments where priorities shift quickly.
