InsCipher

Administration

• Lead new partner onboarding from kickoff through go-live, serving as the primary point of contact throughout the transition
• Collaborate with Customer Success, Product, and Filing Services teams to deliver a seamless and positive onboarding experience
• Maintain, update, and optimize existing onboarding workflows and templates within the onboarding platform, leveraging AI to improve efficiency and accuracy
• Manage user roles, permissions, and access within the onboarding platform, troubleshooting issues as they arise
• Identify opportunities to streamline or automate onboarding steps as partner volume scales
• Support API and connector integrations with other business systems
• Document workflows, configurations, and standard processes to maintain operational clarity and enable team scalability
• Partner with the Implementation Manager to align on process improvements and platform enhancements
• Required to perform other duties as requested, directed, or assigned

Implementation Administrator

• Timely and accurately complete state regulatory surplus lines tax filings
• Ensure proper documents are received and reviewed from client submission
• Conduct compliance and quality review on documents, state legislation, codes and procedures associated with surplus lines tax filing
• Maintain working knowledge of surplus lines tax regulations
• Reconcile filings with InsCipher Connect platform and state transaction reports
• Assist in directing other team members as needed to maintain compliance with all surplus lines tax filings
• Manage multiple priorities in a high-volume position, deliver timely and accurate work products with a focus on customer service, and respond with a sense of urgency as required
• Assist with any surplus lines audits, verifying transactions, documents, and filings
• Assist with surplus lines calls and accurately and efficiently respond to emails, outlook tasks, and voicemails
• Provide technical assistance to InsCipher Connect clients
• Coordinate multiple projects, ensuring timely and accurate deliverables and effectively resolve any issues that occur
• Effectively build professional, positive working relationships with both clients and all levels of the organization
• Independently investigate, research, and resolve issues that may arise during the filing, reconciliation, or payment processes
• Properly document all correspondence with the state and client in their applicable location
• Support the Surplus Lines Tax Leadership Team in fulfillment of ad hoc requests, as needed
• Adapt to and provide feedback on any internal workflow and process changes
• Escalate customer, state, or internal issues through proper channels when needed
• Required to perform other duties as requested, directed, or assigned

Tax Associate

AI Engineer

• Define the AI engineering roadmap and architecture standards across the organization
• Lead build vs. buy vs. integrate decision-making for AI systems and platforms – and be accountable for articulating how you arrived at those decisions
• Evaluate emerging tools, frameworks, and models; provide clear, defensible recommendations to leadership
• Serve as the ultimate technical escalation point for complex AI/ML system design challenges
• Architect AI solutions for our enterprise platform
• Design systems for scale, reliability, and cost-efficiency in production environments
• Establish LLMOps practices
• Ensure AI systems integrate cleanly with existing product and engineering infrastructure
• Partner closely with Product and Engineering leadership to align AI capabilities with business outcomes
• Receive operational support to help initiate and coordinate cross-functional engagement
• Provide clear guidance on resource allocation
• Translate complex technical concepts for non-technical audiences
• Champion and introduce AI-assisted coding practices and developer tooling across the engineering organization
• Define standards for responsible AI development including guardrails, evaluation frameworks, and security considerations
• Drive continuous improvement in how the organization builds and ships AI-powered features

Lead AI Engineer

Customer Success Manager

• Serve as the primary escalation point for partners, responding to escalated calls, chats, and emails in a timely manner
• Triage, categorize, and route escalated support tickets with accuracy and urgency
• Troubleshoot and diagnose complex product, system, and service-related issues
• Create, document, and manage development tickets in Jira when Product or Development team involvement is required
• Monitor AI support agent performance, identify recurring issues and failure patterns, and provide recommendations for improvement
• Capture customer feedback and feature requests and route them to the appropriate internal teams
• Serve as a liaison between Customer Success and Product teams by translating customer issues into clear, actionable requirements
• Manage customer escalations with professionalism while maintaining clear communication throughout the resolution process
• Collaborate with Compliance, Accounting, Filing Services, Product, and other internal teams to resolve complex customer issues
• Maintain detailed records of customer interactions, troubleshooting activities, and action items within support systems
• Develop expertise in InsCipher products, SaaS support processes, and surplus lines insurance operations
• Share knowledge and best practices with team members to improve overall support effectiveness

Senior Customer Success Specialist

Accounts Payable

• Complete state surplus lines tax filings, reports, and payments accurately and in a timely manner
• Reconcile client invoices, billing reports, and related financial records
• Research and resolve client credits, refunds, and payment discrepancies
• Maintain accurate documentation and records related to tax filings and accounting transactions
• Support the maintenance and improvement of accounting processes and standard operating procedures
• Provide customer service and support to clients, state agencies, and internal teams regarding filing and payment-related inquiries
• Maintain working knowledge of state surplus lines laws, tax filing requirements, and compliance regulations
• Assist with reporting and reconciliation activities to ensure data accuracy and completeness
• Manage multiple priorities while maintaining a high level of accuracy in a fast-paced environment
• Required to perform other duties as requested, directed, or assigned

Accounts Payable Specialist

Account Manager

• Support a designated portfolio of external partners across various revenue tiers
• Act as a bridge between external partners and internal Filing Services operations to ensure timely, accurate, and coordinated filing support
• Assist Customer Success Managers with filing-related escalations and ensure issues are resolved within defined SLA commitments
• Maintain recurring partner touchpoints based on account tier, health, and service needs, including participation in client conversations as appropriate
• Identify and escalate at-risk accounts that demonstrate repeated filing errors, high volumes of late filings, or poor responsiveness
• Drive adoption across eligible accounts, including batch filing usage, e-filing setup completion, filing workflow adherence, and relevant product feature usage
• Research filing, reporting, and payment-related issues, perform root cause analysis, and support corrective actions in partnership with CSMs
• Run reports and analyze filing data to identify trends, behaviors, and opportunities for improvement
• Collaborate with internal teams to support overall customer health and ensure timely resolution of client issues
• Required to perform other duties as requested, directed, or assigned

Financial Planning and Analysis

• Own, administer, and maintain the NetSuite ERP platform across active modules, ensuring platform stability, security, and operational effectiveness
• Administer and govern supporting accounting and finance platforms (e.g., Ramp, Datarails, and future systems), maintaining consistent security, access, documentation, and change management standards across the full stack
• Configure and manage custom records, fields, forms, workflows, saved searches, dashboards, roles, and permissions within NetSuite
• Manage sandbox and production environments, deployments, release cycles, and platform governance standards
• Support and oversee SuiteScript customizations, workflows, and automation initiatives in alignment with NetSuite best practices
• Design and maintain integrations between NetSuite and supporting finance systems, ensuring data flows are reliable, auditable, and properly reconciled
• Operate as an internal consultant to Accounting, FP&A, Operations, and Technology leadership
• Coordinate with third-party vendors and implementation partners on enhancements, integrations, and ERP projects
• Manage support tickets, escalations, and vendor relationships for all systems under this role's ownership
• Ensure compliance with security, access control, audit, retention, and governance standards
• Support reporting, dashboards, and financial visibility tools within NetSuite and related platforms
• Drive training, onboarding, and user adoption across the finance systems stack