Total Expert

Total Expert is the purpose-built customer engagement platform trusted by more than 200 financial enterprises. Total Expert unifies data, marketing, sales, and compliance solutions to deliver the perfect customer journey across every financial milestone in any market. Total Expert turns customer insights into actions that increase loyalty and drive growth for modern banks, lenders, and credit unions. The Technical Account Manager (TAM) at Total Expert is a trusted partner to our financial services customers, helping them maximize the value of the platform through strategic guidance, technical enablement, and ongoing optimization. TAMs serve by combining product expertise with a deep understanding of customer goals, business context, and technology landscape. This role bridges the gap between strategic vision and practical execution, delivering consistent, high-quality engagements that are grounded in best-practices that will drive adoption, operational efficiency, and measurable outcomes. The ideal candidate brings a proactive, service-minded approach and is energized by the opportunity to help customers make critical financial decisions that shape their lives. What you’ll be doing: Feature Adoption & Platform Strategy · Be the technical expert on customer use cases, configuration and tech stack · Deliver structured, outcome-focused engagements that drive platform usage and customer value · Identify and guide expansion and optimization opportunities as customer needs evolve · Conduct usage reviews and platform audits to maximize ROI/value · Lead strategic conversations with Customer to align business objectives with platform execution · Provide actionable recommendations based on data insights, technical design, and industry best practices, taking said action on behalf of the customer, where possible · Document the project, including requirements, actions, outcomes and ROI-related deliverables Stakeholder Collaboration & Advocacy · Partner with CSMs and Customers to build mutually agreed-upon success plans that drive high-value engagements, resulting in retention and growth · Advocate internally for customer needs and serve as a voice to Product and Engineering teams · Participate in strategic planning, roadmap discussions, and Executive Business Reviews · Maintain detailed records of account activity and engagement history in CS tools Internal Enablement & Continuous Improvement · Share field insights, scalable solutions, and best practices across the organization · Contribute to improving delivery playbooks, engagement models, and consulting frameworks · Help refine internal processes to ensure TAM activities are efficient, impactful, and measurable · Occasional travel may be required for strategic customer engagements What we are looking for: · Ability to operate independently with a proactive, customer-first mindset · Bias for action and urgency · Passion for helping organizations adopt technology and achieve measurable success · Experience working with multi-stakeholder, enterprise accounts in complex industries · Strong critical thinking and communication skills—capable of translating strategy into action · Comfortable managing multiple projects and priorities within a dynamic environment · Excellent organization, time management, and documentation skills · High proficiency in Microsoft Excel, PowerPoint, and process documentation Preferred Qualifications: · 3+ years in a Technical Account Management, Implementation, or Customer Success role · Experience supporting financial institutions, mortgage lenders, or fintech companies · Familiarity with Mortgage Tech (LOS, POS, PPE, CRM), APIs, BI tools, and data integration models · Background in a Saas billable utilization framework, delivering structured customer engagements with measurable outcomes Compensation/Benefits: The anticipated base salary range for this role is $85,000 - $95,000 annually. Final total compensation offered is dependent upon the selected individual's qualifications and experience. This position is also eligible for an annual discretionary bonus based on company performance and other factors. As an employee of the company, you will be eligible to participate in the Employee Stock Option Plan. Total Expert offers a competitive range of benefits including Medical, Dental, Vision, HSA (Health Savings Account), FSA (Flexible Spending Accounts), company paid Life Insurance, Short-Term Disability, Long-Term Disability, Flexible Time-Off (FTO), Paid Parental Leave, and 401(k) with employer match. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

• Be the technical expert on customer use cases, configuration and tech stack • Deliver structured, outcome-focused engagements that drive platform usage and customer value • Identify and guide expansion and optimization opportunities as customer needs evolve • Conduct usage reviews and platform audits to maximize ROI/value • Lead strategic conversations with Customer to align business objectives with platform execution • Provide actionable recommendations based on data insights, technical design, and industry best practices, taking said action on behalf of the customer, where possible • Document the project, including requirements, actions, outcomes and ROI-related deliverables • Partner with CSMs and Customers to build mutually agreed-upon success plans that drive high-value engagements, resulting in retention and growth • Advocate internally for customer needs and serve as a voice to Product and Engineering teams • Participate in strategic planning, roadmap discussions, and Executive Business Reviews • Maintain detailed records of account activity and engagement history in CS tools • Share field insights, scalable solutions, and best practices across the organization • Contribute to improving delivery playbooks, engagement models, and consulting frameworks • Help refine internal processes to ensure TAM activities are efficient, impactful, and measurable • Occasional travel may be required for strategic customer engagements

• Own a defined portfolio of Tier 4 customers and serve as their primary point of contact. • Lead onboarding and ensure customers are successfully launched on the Total Expert platform. • Drive product adoption through proactive outreach, training, and best practice guidance. • Conduct account health reviews and develop action plans to improve engagement and outcomes. • Manage renewal conversations and support retention efforts across your portfolio. • Identify growth opportunities within accounts and execute expansion conversations when appropriate. • Monitor customer usage data and engagement trends to proactively address risks. • Document customer interactions, success plans, and outcomes in the Customer Success platform. • Partner cross-functionally with Support, Product, and Sales to advocate for customer needs. • Participate in customer business reviews and performance discussions as appropriate for account tier.

• Troubleshoot customer's product questions or problems via live chat, email, and phone, focusing on product functionality, operating environments and system configuration/setup. • Serves as primary support liaison between Total Expert and end users. • Responsible for documenting incidents in required tracking systems. • Proactively keeps customer informed of how and when problems are resolved with strong focus on retention and reference ability. • Manage workload to ensure all customers issues are handled in a timely manner and driven to resolution. • Conveys customer feedback and escalations to Management. • Work collaboratively within Support and across other departments to insure proper handling of customer issues. • Assists in verifying user-reported issues and communicating to the proper internal channel for resolution. • Assists in testing resolutions to ensure effectiveness. • Promotes and maintains a high quality, professional, service-oriented company image among end users and team members. • Takes initiative to constantly expand product knowledge within our platform. • Demonstrates ability to adapt to fluctuation and increase in workload. • Required to participate in a Saturday shift following the rotation guidelines. Shift can be covered remotely or in office. Access to internet will be required for remote coverage. • Assists with other duties as assigned by management.

• Become the in-house expert on our target market segments, competitive landscape, and industry trends. • Conduct regular customer interviews, analyze usage data, and synthesize market research to identify unmet needs and opportunities. • Define and continuously refine the product vision, strategy, and roadmap based on market insights and business objectives. • Develop go-to-market strategies in partnership with marketing, sales, and customer success teams. • Transform market opportunities into detailed product requirements and user stories. • Collaborate with design and engineering teams to build solutions that address validated market needs. • Prioritize features based on customer impact, market opportunity, and strategic alignment. • Make data-informed decisions by defining and tracking key product metrics and KPIs. • Balance technical feasibility, business viability, and user desirability in product decisions. • Evaluate opportunities using a "build, buy, or partner" framework to determine the most strategic and efficient path to delivering customer value. • Collaborate with integration team, technology partners, and third-party vendors to evaluate capabilities, define requirements, and manage integrations that enhance platform functionality and align with customer workflows. • Build deep relationships with customers to understand their workflows, pain points, and goals and demonstrate a high degree of empathy (borderline obsession) with customer / user experience. • Regularly present product strategy and roadmap to internal stakeholders and executive leadership. • Collaborate cross-functionally with sales, marketing, customer success, and operations teams. • Educate internal teams on product positioning, value proposition, and competitive differentiation. • Facilitate smooth product launches through comprehensive go-to-market planning and execution.

• Partner with Product, UX, Engineering, and Support to deeply understand features, workflows, and customer pain points, embedding documentation into the product development lifecycle, not after release. • Own the strategy, structure, and execution of Total Expert’s documentation ecosystem, including user guides, in-product help, release notes, internal enablement materials, and knowledge base content. • Design and maintain scalable documentation systems, templates, and content standards that support rapid iteration and platform growth. • Leverage AI tools and automation to accelerate content creation, updates, and reuse (e.g., generating drafts from PRDs, Jira tickets, or specs; summarizing changes; maintaining consistency). • Ensure documentation is clear, actionable, and aligned with user mental models, working closely with UX to support onboarding, discoverability, and in-product education patterns. • Establish feedback loops with Customer Support, CS, and internal teams to continuously identify documentation gaps and opportunities for improvement. • Measure documentation effectiveness using qualitative feedback and quantitative signals (support deflection, search success, adoption indicators). • Collaborate with Product Marketing to ensure documentation aligns with launches, positioning, and customer-facing narratives. • Champion high standards for clarity, accuracy, accessibility, and governance across all documentation efforts. • Serve as the functional owner of Pendo and in-product guidance strategy, partnering cross-functionally to deliver scalable onboarding, contextual documentation, and adoption insights across the platform.