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Provides technical pre-sales consulting for P&C insurance SaaS solutions. Responsibilities include understanding customer needs, configuring and presenting customized demonstrations, leading technical discussions, supporting RFPs and proposals, documenting requirements, assisting with proof-of-concepts and scoping, developing ROI analyses, and collaborating with sales, product, services, and marketing teams.

Owns the end-to-end success of a portfolio of SaaS clients by driving platform adoption, value realization, retention, and expansion readiness. Builds stakeholder relationships, develops success plans, leads business reviews, monitors client health, manages escalations, and coordinates cross-functional teams. Translates client needs into product-aligned solutions while maintaining documentation, communicating proactively, and improving client success processes.

Owns the operational infrastructure supporting Client Success and Technical Account Management, including Salesforce and Planhat administration, reporting dashboards, client journey orchestration, satisfaction programs, community and portal management, conference coordination, knowledge management, and CS technology strategy. The role also leads cross-functional process improvements, change management, and practical AI initiatives that improve client engagement and organizational effectiveness.

Administers and governs engineering platforms including Azure DevOps, LaunchDarkly, Flyway, Cursor, and Claude Code. Manages access controls, feature flags, database migrations, standards documentation, platform health, compliance evidence, and automation. Builds monitoring, enablement resources, and workflow improvements while supporting secure, reliable engineering operations. Senior-level responsibilities also include leading complex integrations, automation strategy, technical mentoring, and AI tooling evaluation.

Builds and ships user-facing product experiences and integrations using low-code, no-code, and AI-assisted development tools. Translates stakeholder needs into maintainable solutions, integrates platform services and APIs, applies authentication, security, privacy, and compliance controls, and partners with Product, Architecture, DevOps, Security, and QA. The role also defines testing, telemetry, documentation, runbooks, acceptance criteria, and post-launch product health metrics.

Owns the GRC product strategy, 12-month roadmap, feature backlog, and Agile delivery process. Partners with Engineering, stakeholders, marketing, and operations to translate business needs into requirements, prioritize development, validate software quality, and deliver customer value. Uses AI-assisted tools, data analytics, experimentation, and responsible AI practices to guide discovery, prototyping, prioritization, and product improvement.

Leads a global Level 1 or Level 2 technical client support team, overseeing hiring, coaching, workflows, performance metrics, escalations, incident response, and knowledge management. Partners with Product, Engineering, Platform Support, and Client Success to resolve systemic issues and improve service quality. Ensures compliance with security and privacy controls, including NIST 800-53, ISO 27001, and SOC 2. Uses client insights and operational data to improve processes, documentation, staffing, and scalable support solutions.

Owns end-to-end success for a portfolio of SaaS clients by driving adoption, value realization, retention, and growth. Builds strategic relationships, develops success plans, leads business reviews, monitors client health, manages escalations, and coordinates cross-functional teams. Partners with Account Management on renewals and expansion, translates business needs into product solutions, documents client goals and risks, and applies insurance industry expertise to improve outcomes and client experience.

Designs and implements scalable AWS data ingestion pipelines, APIs, file-upload workflows, ETL/ELT processes, SQL Server integrations, and Databricks lakehouse solutions. Supports data flow from a multi-tenant SaaS platform into analytical systems, improves pipeline reliability, troubleshoots existing C# .NET processes, and collaborates with engineering, analytics, architecture, and product teams. The role also addresses data quality, governance, security, compliance, and technical documentation.

Defines and architects RMIS/EHS SaaS solutions for enterprise prospects, leading discovery, technical qualification, feasibility assessment, integration planning, implementation scoping, and deal governance. Supports competitive strategy, procurement, contract discussions, executive ROI sessions, services estimation, profitability modeling, and deal health reviews. Ensures risks, assumptions, and scope transfer effectively to Professional Services after contract signature.