Senior Technical Success Manager

Origami Risk LLC

84d • $108,000 - $135,000

About The Position

The Senior 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 $108,000 and $135,000. 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).

Requirements

• Bachelor’s Degree in a Computer Science or business-related field.
• JavaScript, XML, SQL experience preferred.
• 8+ years’ experience in a client-facing professional services position.
• Superior communication and presentation skills required.
• Strong interpersonal skills required.

Responsibilities

• 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 ensures 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees