Total Expert - Technical Account Manager
Requirements
• · 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 • · 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. • We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Responsibilities
• 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
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