Origami Risk · 13 hours ago

Associate Client Service Executive

United States

Full-time

Remote

Entry, Mid Level

$78K/yr - $97K/yr

3+ years exp

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Comp. & Benefits

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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 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.

Qualification

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