The primary responsibility of the Technical Account Manager (TAM) is to provide technical, business and product knowledge to support our customers in finding solutions to achieve their desired outcomes with the Total Expert platform. TAMs are committed to working closely with our customers’ administrative stakeholders with a focus on providing consultative, best-practice driven product expertise to enable usage of the Total Expert platform. To be successful you’ll need to partner closely with both internal and Customer stakeholders to manage and coordinate cross-functional resources to deliver against the customer’s goals, while driving retention and growth for Total Expert. The work you do will empower tens of thousands of financial services leaders to help their customers make critical financial decisions that shape their lives.
What you’ll be doing:
Identify opportunities to expand usage of TE Features
Regular auditing to add/optimize top ROI-driving features
Participate in Executive Business Reviews
Empower Best-Practice Driven Solutions
Collaborate cross-functionally to document, expand, and share best practices internally
Align solutions with the identified use cases and associated best-practices
Be a Technical Expert on Customer Uses Cases, Configuration, and Tech Stack
Develop an understanding of customer’s critical goals, challenges, and partner with them to achieve their desired outcomes for each use case
Partner with Customer to modify platform configuration based on changes to use case
Consult on API Services and Total Expert integration partner offerings
Consult on Reporting needs
Facilitate the Statement of Work Process in collaboration with other internal partners
Serve as Voice of Customer and Advocate
Subject Matter Expert on Product/Engineering teams
Advocate for productized solutions and champion change
Consult with Customer Success Manager and Account Executive to develop and execute strategies to drive retention and growth
Partner with internal teams and leadership to improve on strengths, eliminate inefficiencies, and drive productivity
Maintain records of customer engagement and execution of activities within our customer success toolset
May require occasional travel
What we are looking for:
Ability to work independently paired with a desire to learn and grow
Will thrive in startup culture: Has a growth mindset, is resilient, adaptable, and curious
Passion for technology and for being a part of a fast-growing SaaS company
Experience in working with complex, multi-divisional, multi-geographical customers
Strong decision-making capability. Can digest complex information to understand core issues and develop proposed solutions that align with Total Expert and customer interests
Proven ability to independently and successfully apply process improvement methods with measurable business performance improvement outcomes
Professional experience to collaborate with sales, development, professional services, and support to provide cohesiveness and ensure the customer is set-up for success
Ability to work under pressure, manage multiple priorities, and complete tasks on time within an extremely fast-paced environment
High energy, flexibility, and “Can do” and “Positive” attitude in approaching challenges in a fast, constantly changing environment
Excellent verbal and written communication skills
Excellent organizational, time management, analytical, and problem-solving skills
Highly proficient in MS Excel, Word, PowerPoint, process flows, and Outlook
Strong customer relationship management skills – customer-centric mindset
Ideally 3+ years experience in Technical Account Management, Onboarding/Implementation or Customer Success
Fundamental understanding of API methodology
An ability to quickly understand the customer use case, requirements, and success criteria
Company Mission & Vision:
Total Expert’s mission is to empower modern financial institutions to create trusted lifelong customer relationships. Our vision is to orchestrate the perfect customer journey across modern financial services by creating the leading purpose-built platform.
We believe that living a balanced life leads to more creativity and productivity. Total Expert offers the following benefits to support employees in their pursuit of Total Wellness.
• Medical, Dental & Vision Coverage
• Prescription Drug Coverage
• Health Advocate Program
• Flexible Time Off Program
• 401(k) Retirement Savings Plan & Matching Program
• Health Savings Account, Flexible Spending Accounts & Disability Protection
• Life & Voluntary Life Coverage
• Paid Parental Leave
• Pet Insurance
• Employee Referral Bonus
We believe that strength comes from diversity and we strive for a culture where every person’s voice, unique lived experience, and talents are embraced and celebrated. We are committed to attracting and hiring for diversity of all kinds, creating better opportunities for inclusion and belonging throughout our employee lifecycle, and establishing and/or refining our internal practices and procedures to ensure equity.
Total Expert is a pre-IPO, series C, $50M (annual recurring revenue) fintech company. We are growing fast (between 30-40% annually), and as a CRM and marketing automation platform purpose-built for lenders and banks, we enjoy a tremendous product market fit for the world-class financial institutions we serve.
The Total Expert platform unifies data, marketing, sales, and compliance solutions to provide a cohesive experience across the customer lifecycle. We are determined to reimagine the way people and technology work together so that our customers build more meaningful, human connections with their customers.
With 1/3 of our annual budget committed to R&D, Total Expert is executing on a platform modernization journey, which has allowed us to focus on: team autonomy, continuous integration and deployment, and building the architectural foundation for the future. The results so far? 1) We moved from monthly deployment to multiple times per day, 2) our teams are empowered to make decisions and lead the architecture of their domain, and 3) we’ve built an event-sourced backbone as the foundation to build enterprise services with velocity.
Amidst business and integration growth, Total Expert continues to receive several awards and industry recognition. G2, the world’s leading business solutions review website, has identified Total Expert as a leader across four categories in the Summer 2022 reports. These rankings were achieved based on market presence and customer satisfaction of real users, which were then compared to similar products in each report category.
Along with this achievement, Total Expert recently has been recognized with the following awards and honors:
-Named to the 2022 Inc. 5000 Series: Midwest list for the third consecutive year
-Named a finalist in the “Best Consumer Digital Banking Solution Provider” category of the Banking Tech Awards USA
-Listed as the fifteenth largest software company in the Twin Cities on the MSP Biz Journal – Software Development List
-Listed as an honoree for one of the most innovative technology companies in the housing economy on HousingWire’s 2022 Tech100 list for the fifth consecutive year
-Listed as number seven on the list of the 2022 Best Tech Startups in Minnesota
Come Join Us:
We’re changing how financial institutions engage with consumers, and it starts with the people behind our platform. We’re seeking passionate individuals to grow with us as we continue to empower leading financial brands to form deeper customer relationships. Our most successful people have a “teamwork makes the dream work” mindset, operate with a strong sense of urgency, have an entrepreneurial spirit, and are solutions-oriented. Take a closer look!