Associate Technical Success Manager

The Associate Technical Success Manager (TSM) serves as a highly adept technical resource for a portfolio of clients, utilizing a deep knowledge of Origami’s products and technical skills to drive the technical health, scalability, and stability of a client’s configured Origami solutions. This position is an integral part of a Focused Coverage Team (FCT) and provides incident and request resolution, technical escalation, and technical best practices to a portfolio of accounts.

Starting base pay for this role is between $77,000 and $97,000. The actual base pay is dependent upon many factors, such as transferable skills, work experience, business needs, training, location, and market demands. The base pay range is subject to change and may be modified in the future. This role will be eligible for a bonus as well as competitive medical, dental, and vision benefits, wellness reimbursement, life insurance, and a 401(k) with company match. We offer vacation and sick leave benefits (under a flexible time off policy in most states).

• Enhances client relationships by employing deep product knowledge and technical skills to service and support clients, furthering the health and adoption of Origami products to maintain the highest levels of client satisfaction.
• Acts as a point of technical escalation for Focused Coverage Team (FCT) members.
• Ensures client cases within the portfolio are logged, triaged, qualified, and prioritized in the Service Case Management system. Resolves cases in accordance with Client Success standard operating procedures by delivering high-quality, scalable, elegant technical solutions.
• Collaborates with their FCT colleagues and Service Delivery Manager (SDM) to balance workloads and efficiently handle cases.
• Manages and resolves client cases, including triaging incidents, fulfilling service requests, and delivering change requests by estimating, planning, developing, testing, and configuring the Origami platform.
• Coordinates with internal teams (Product Development, CloudOps, etc.) to resolve incidents and meet client needs.
• Translates client needs into design specifications and configures the platform to align with those specifications.
• Develops training materials and conducts user training to ensure effective platform use.
• Proactively monitors the health of client environments by executing system optimization reviews based on the client’s service tier or as requested.
• Offers configuration best-practice guidance and recommendations for optimal health and performance of Origami products.
• Acts as a point of technical escalation for FCT members
• Ensures the FCT and any additional resources assigned to a case deliver high-quality technical solutions for the assigned client portfolio.
• Executes assigned actions from satisfaction improvement plans and ensure timely follow-up on client-specific bug reports through JIRA.
• Contributes to team knowledge by sharing best practices, participating in internal projects, and helping to improve processes and solutions across the organization.
• Records hours worked in accordance with Origami's time entry policy.
• Works with the CSM and FCT to ensure client requests fall within the service tier purchased
• Assists the account management team in defining scope for expanded Statements of Work.
• Acts as a mentor to less experienced Origami Colleagues and assists with the onboarding of new colleagues.
• Provides guidance and oversight to project teams to ensure quality, productivity, and adherence to best practices.
• Additional duties as assigned.

• Bachelor’s Degree in a Computer Science or business-related field
• 3+ years’ experience in a client-facing profession services position
• SQL and XML experience required
• Superior communication and presentation skills required
• Strong interpersonal skills required

• Medical and Dental coverage available for employees, dependents, domestic partners, and spouses
• Paid Time Off – Flexible options plus 10 paid company holidays where available**
• All full-time positions are hybrid, with many eligible to be completely remote
• Fully Paid by Origami Risk – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance
• Generous family leave options—including adoption and foster care placements
• Pre-Tax Savings Accounts – Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account
• Retirement Savings – 401(k) with company match up to 4%
• Employee Assistance Program (EAP) – Confidential & Free support offered to colleagues facing personal or work-related complications
• Education Assistance Program – to help colleagues pursue industry/role-specific certifications
• Wellness Benefits – reimbursement program to invest in healthy habits as well as support better colleague productivity and stress management
• Additional coverages available – Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage

Origami Risk delivers single-platform SaaS solutions that help organizations best navigate the complexities of risk, insurance, compliance, and safety management.

Founded by industry veterans who recognized the need for risk management technology that was more configurable, intuitive, and scalable, Origami continues to add to its innovative product offerings for managing both insurable and uninsurable risk; facilitating compliance; improving safety; and helping insurers, MGAs, TPAs, and brokers provide enhanced services that drive results.

A singular focus on client success underlies Origami’s approach to developing, implementing, and supporting our award-winning software solutions. 

Origami Risk is proud to be an equal opportunity employer. We thrive and benefit from diversity and are committed to creating an inclusive and equitable environment for all employees. We do not discriminate against any individual based upon race, religion, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, color, sex, national origin, age, marital status, military or veteran status, disability, or any other characteristic protected by applicable law.

Caution: Be alert to recruiting scams. We have received reports of individuals impersonating Origami Risk recruiters to deceive candidates into disclosing personal information. These impostors use fake Origami Risk domain names and email addresses. Please double-check that any email address from an Origami Risk recruiter ends with origamirisk.com or talent.icims.com. And to confirm the legitimacy of any recruiting communication, feel free to email transparencycheck@origamirisk.com.