Client Success Analyst I

Overview

The Client Success Analyst (CSA) is an early career position within the Origami Risk Client Success organization. The role is part of a Focused Coverage Team (FCT) that provides industry-leading support and contributes to the successful management of an assigned portfolio of clients. The CSA is responsible for a combination of client relationship management and technical support and delivery activities. This is a hybrid role based in either our Chicago or Atlanta Office.

Starting base pay for this role is between $56,000 and $70,000. 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). 

Responsibilities

• With coaching and guidance from more experienced colleagues, acts as the Client Service Point of Contact for a subset of the FCT’s client portfolio, providing client-facing relationship management and technical support.
• Collaborates with clients and senior colleagues to offer best-practice guidance and recommendations for system usage and adoption.
• Manages the Case Management case queue for the portfolio of clients assigned to their FCT.
• Manages and resolves client cases, including triaging, diagnosing and resolving 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.
• Engages more senior Origami subject matter experts (i.e., product, industry, or technical) as required to resolve cases, provide consultative assistance, and train users.
• Collaborates with the FCT to ensure client requests fall within the service tier purchased.
• Engages the Client Success Manager to ensure the highest level of client satisfaction.
• Engages the Technical Success Manager as required to ensure a high degree of technical health and optimal solution delivery for each client’s system and use-cases.
• Follows established best-practices and industry standards when designing, configuring, and consulting on solutions.
• Executes assigned actions from Satisfaction Improvement Plans (SIPs) and ensures timely follow-up on client-specific defect reports.
• Contributes to team knowledge by sharing best practices, participating in internal projects, and helping to improve processes and solutions across the organization.
• Accurately logs hours worked in compliance with Origami’s time entry policy.
• Assists with preparation of training materials for user training.
• Identifies potential expanded sales opportunities and notifies / coordinates with the Client Success Manager and /or Account Management team to pursue.
• Acts as a mentor to less experienced Origami colleagues and interns.
• Assists with the training and onboarding of new Origami colleagues.
• Provides guidance to Professional Services project teams on expanded projects as required.
• Participates in occasional special projects as needed to improve client satisfaction across the client portfolio and/or the entire client base for the Risk Division.
• Additional duties as assigned.

Qualifications

• Bachelor’s Degree in Computer Science, Computer Engineering, Business Administration, or related fields.
• 0-2 years of experience for the Business Systems Analyst I position.
• Superior communication skills.
• Strong attention to detail.
• Knowledge of JavaScript, XML, SQL a plus.

Who We Are

Origami Risk provides integrated SaaS solutions to organizations across the risk and insurance ecosystem — from insured corporate and public entities to brokers and risk consultants, insurers, third party claims administrators (TPAs), and risk pools. We deliver our risk management and insurance core system solutions from a cloud-based platform that is highly configurable, completely scalable, and accessible via web browser and mobile app. 

Dais Technology, a subsidiary of Origami Risk, provides a no-code platform that revolutionizes insurance product creation for MGAs, insurers, and reinsurers. Dais’ event-based architecture enables AI-driven bundling, automation, and real-time deployment. 

Solutions from Origami Risk and Dais Technology are backed by a best-in-class service team of experienced risk and insurance professionals who possess a balance of industry knowledge and technological expertise. A singular focus on helping clients achieve their business objectives underlies our approach to developing, implementing, and supporting our risk management, safety, compliance, and insurance core system technology 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.