Director of Client Support , Risk
Job Posting for Director of Client Support , Risk at Origami Risk LLC
Overview:
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.
Responsibilities:
Who We Are
Origami Risk is an industry-leading provider of integrated SaaS solutions for the risk and insurance industry—from insured corporate and public entities to brokers and risk consultants, insurers, third party claims administrators (TPAs), and risk pools. We deliver a full suite of risk management and insurance core system solutions from a single, secure, cloud-based platform. We have a singular focus on helping clients achieve their business objectives by developing, implementing, and supporting our technology solutions.
Founded in 2009 by Risk Management Information System (RMIS) industry veterans, over the past decade Origami Risk has received more than two dozen awards for service excellence, technology innovation, and workplace culture. In addition to inclusion in Deloitte’s Technology Fast 500™, a ranking of the 500 fastest-growing tech companies in North America, Origami Risk also has been repeatedly recognized by Inc. magazine as one of the “Best Places to Work” and Best and Brightest® Companies To Work For in the Nation by the National Association for Business Resources (NABR).
The Director of Client Support is responsible for building and maintaining a best-in-class client support experience through the adoption of tools and processes that increase organizational efficiency. This position serves as the strategic partner for the Vice President of Professional Services and is tasked with finding innovative ways to enhance productivity of the client support team.
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.
- Sets the strategy for and delivers a scalable and best-in-class support experience while maintaining revenue goals.
- Architects the client support organization and solutions to leverage and grow in support of our revenue goals, including establishing client segmentation and finding the correct balance of services and support for our many client categories.
- Defines effective operational processes to ensure the team’s effectiveness and achievement of objectives and key results (OKRs).
- Establishes Service Level Agreements (SLAs) and other KPIs to measure and manage the team’s success.
- Manages composition and workload of teams.
- Manages the technology adoption process with tools and systems like Origami's IRIS or other Customer Support Management Software to increase efficiency.
- Participates in, and/or directly leads incident and problem management processes particularly for outages, critical maintenance activities, or operational issues resulting in client business impact.
- Serves as point of management escalation as required.
- Engages in high-priority interactions with clients’ senior leaders.
- Responsible for the quality of client service and for client satisfaction metrics.
- Assesses and reports progress in meeting team OKRs.
- Performs team member review, evaluation, and compensation processes.
- Identifies, provides, and coordinates additional trainings opportunities for team members.
- Acts as a mentor to less experienced Origami team members.
- Provides innovative ideas for ongoing improvement to the service model.
- Other duties as assigned.
- Bachelor’s Degree in a business-related field.
- 15 years of progressive management experience in a complex, professional services environment.
- Proven leadership ability to manage technology support activities
- Advanced knowledge in Incident, Change, and Problem Management (ITIL) preferred
- Demonstrated ability to think critically and execute swiftly.
- Ability to define problems, collect data, establish facts, and draw valid conclusions
- Superior communication and presentation skills.
- Insurance industry experience preferred.
Who We Are
Origami Risk is an industry-leading provider of integrated SaaS solutions for the risk and insurance industry—from insured corporate and public entities to brokers and risk consultants, insurers, third party claims administrators (TPAs), and risk pools. We deliver a full suite of risk management and insurance core system solutions from a single, secure, cloud-based platform. We have a singular focus on helping clients achieve their business objectives by developing, implementing, and supporting our technology solutions.
Founded in 2009 by Risk Management Information System (RMIS) industry veterans, over the past decade Origami Risk has received more than two dozen awards for service excellence, technology innovation, and workplace culture. In addition to inclusion in Deloitte’s Technology Fast 500™, a ranking of the 500 fastest-growing tech companies in North America, Origami Risk also has been repeatedly recognized by Inc. magazine as one of the “Best Places to Work” and Best and Brightest® Companies To Work For in the Nation by the National Association for Business Resources (NABR).
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Salary.com Estimation for Director of Client Support , Risk in Chicago, IL
$237,231 to $382,794
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Job openings at Origami Risk LLC
Origami Risk LLC
Chicago, IL
Full Time
Origami Risk LLC
Chicago, IL
Full Time
Origami Risk LLC
Chicago, IL
Full Time
Origami Risk LLC
Chicago, IL
Full Time
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