Solution Architect
Origami Risk
JavaScriptSQL
Senior Technical Success Manager
Origami Risk
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $108,000 - $135,000 per year
Job Level
Senior
Tech Stack
JavaScriptSQL
About the role
- Serve as a highly adept technical resource for a portfolio of clients, utilizing deep knowledge of Origami’s products and technical skills to drive technical health, scalability, and stability of configured Origami solutions
- Integral part of a Focused Coverage Team (FCT) providing incident and request resolution, technical escalation, and technical best practices to a portfolio of accounts
- Act as a point of technical escalation for FCT members
- Ensure client cases within the portfolio are logged, triaged, qualified, and prioritized in the Service Case Management system
- Resolve cases per Client Success SOPs by delivering high-quality, scalable, elegant technical solutions
- Collaborate with FCT colleagues and Service Delivery Manager to balance workloads and handle cases efficiently
- Manage and resolve client cases including triaging incidents, fulfilling service requests, and delivering change requests by estimating, planning, developing, testing, and configuring the Origami platform
- Coordinate with internal teams (Product Development, CloudOps, etc.) to resolve incidents and meet client needs
- Translate client needs into design specifications and configure the platform accordingly
- Develop training materials and conduct user training
- Proactively monitor health of client environments by executing system optimization reviews
- Offer configuration best-practice guidance and recommendations
- Execute assigned actions from satisfaction improvement plans and ensure timely follow-up on client-specific bug reports through JIRA
- Contribute to team knowledge by sharing best practices, participating in internal projects, and improving processes
- Record hours worked per Origami's time entry policy
- Work with the CSM and FCT to ensure client requests fall within the purchased service tier
- Assist account management in defining scope for expanded Statements of Work
- Mentor less experienced Origami colleagues and assist with onboarding
- Provide guidance and oversight to project teams to ensure quality, productivity, and adherence to best practices
- Additional duties as assigned
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
