Assured Principal Technical Account Manager at Assured, responsible for triaging complex customer issues and connecting support activity to strategic initiatives. Serve as a key voice of the customer to improve product and operations.
Responsibilities
This is a role for someone who sees support tickets and customer feedback as signals, not just tasks. You’re curious, organized, operationally sharp, and a natural problem solver who knows how to separate what matters from the noise, when to escalate, and which teams need to be involved. You’re comfortable using AI to move faster and improve your output, but you bring the critical thinking, emotional intelligence, situational judgment, and follow-through that AI cannot replace.
Candidates should be strong communicators who are comfortable working cross-functionally in a fast-moving, ambiguous environment where priorities and context shift quickly and clear ownership matters.
Some of the Work You’ll Own:
🧭 Distill and triage complex issues with strong judgment.
Understand what is being reported, clarify the actual problem, gather the right context, and determine whether it needs deeper investigation, escalation, or connection to an existing project or workstream.
🚦 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, when to dig deeper, when to ask for help, and when to keep things moving.
🔎 Turn inbound activity into useful signals and value-driving opportunities.
Look across tickets, customer questions, escalations, and support trends to identify recurring themes, emerging issues, client friction, process gaps, product opportunities, and operational patterns.
🔗 Connect activity to broader projects and priorities.
Stay aware of active launches, client initiatives, product changes, known issues, and operational workstreams so support activity does not live in a vacuum.
