Customer Success Manager

The primary responsibility of the Customer Success Manager (CSM) is to foster a dynamic and strategic relationship between Total Expert and their mid-market customers. CSMs are committed to forming a long-term partnership, with a focus on achieving maximum ROI from the Total Expert MOS. Industry expertise and an understanding of customer challenges allow CSMs to effectively assist customers in meeting their goals and driving revenue for their business. 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:

·       Understand and promote the value of Total Expert products and services to customers

·       Understand customers’ tech stack and how their various systems integrate with and affect their use of Total Expert

·       Establish and maintain a trusted advisor relationship by recommending workflows and environmental best practices to achieve the customer’s goals

·       Execute contract renewal management as well as drive and close upsell opportunities for portfolio accounts.

·       Maintain and increase customer satisfaction to ensure retention.

·       Measure and report on progress toward achieving customer’s definition of success over time.

·       Develop and maintain relationships at multiple levels within the customer organization including with executive stakeholders to understand critical goals, challenges, and key performance indicators

·       Conduct business reviews on a regular basis.

·       Partner to improve on strengths, eliminate inefficiencies, and maximize productivity.

·       Drive user adoption, engagement, and success.

·       Equip users through arranging ongoing training to tap into the power of Total Expert.

·       Identify and facilitate opportunities for account growth via additional licenses and new functionality as needed.

·       Demonstrate relentless commitment as a customer advocate by promoting customer needs/issues cross-departmentally.

·       Maintain records of customer engagement and success planning in our customer success platform

·       May require occasional travel.

·       Other duties as assigned

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, 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 customer relationship management skills – customer-centric mindset.

·       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 establish trust and credibility at all levels of an organization.

·       Ability to work under pressure, managing multiple priorities, and complete tasks on time within an extremely fast pace environment.

·       High energy, flexibility, and “Can do” and “Positive” attitude in approaching challenges in a fast, constantly changing environment.

·       Excellent organizational, time management, analytical, and problem-solving skills.

·       Proven ability to communicate effectively across all levels of an organization, including C-level.

·       Excellent oral written communications, and presentation skills with both technical and non-technical information.

·       Highly proficient in MS Excel, Word, PowerPoint, process flows and Outlook

Preferred Qualifications:  

·       Ideally 5+ years of experience in Management Consulting, Customer Success, Account Management, or similar client-facing role.

·       3+ years of work experience in SaaS organizations

Compensation/Benefits: The anticipated base salary range for this role is $80,000 - $90,000 annually. Final total compensation offered is dependent upon the selected individual's qualifications and experience. The role is also eligible for variable compensation based on achievement of quota targets. 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.