Total Expert

Support Engineer

• Respond to advanced “how-to” technical and application configuration inquiries
• Troubleshoot and resolve complex Tier 2 technical issues across the Total Expert platform and integrated systems
• Triage and investigate defects within the Total Expert platform and third-party integrations
• Execute database queries to analyze system behavior and identify root causes of reported issues
• Partner cross-functionally with Implementation, Product, Engineering, and Customer Success to ensure strong customer outcomes
• Proactively manage customer expectations to deliver a high-quality support experience
• Develop and maintain knowledge base documentation to strengthen Tier 2 troubleshooting capabilities

Tier 2 Technical Support Engineer

Solutions Engineer

• Participate in the sales process for highly qualified sales opportunities to present Professional Services as part of the Total Expert Solution
• Act as the liaison across functional business areas to provide support for deals from inception to close and hand-off to implementations
• Identify and approve professional services associated with pricing proposals and finalize SOWs for both new prospects and existing customers requiring services
• Develop and maintain relevant materials to leverage in the sales process and that can be used by others in the organization
• Work with existing customers and customer success team members to understand use cases and pain points
• Utilize insights from each customer engagement to help improve our professional services processes, best practices and offerings
• Serve as Subject Matter Expert (SME) representing all of Professional Services collaborating with product and other Go To Market team members
• Support and drive continued improvements to the Sales and SOW process

Solutions Consultant

Marketing

• Align to goals, execute industry-specific omnichannel marketing plans on customer accounts, build out strategy, and measure campaign success
• Partner with the Sales and Customer teams to build out quarterly focus, managing activities from concept to completion that are designed to proactively support the pipeline, engage and elevate customer accounts
• Identify the key user personas in our customer base and obsess over their organizational and personal needs, motivations, and pains, and then design comprehensive marketing programs that serve to address them
• Leverage our ABM tools to identify, monitor, and respond to buying intent signals shown by our target market with outbound tactics
• Ensure an always-on account strategy to ensure our top target accounts are continuously receiving personalized marketing communications
• Report on ABM funnel metrics to show the effectiveness of your marketing activities as it relates to account penetration, account engagement, and pipeline influence
• Own the strategy, execution, and budget of customer advocacy programs within the Total Expert annual customer conference (Accelerate), including customer awards program, customer speakers, on-site content creation, and networking activities
• Partner with the Senior Lifecycle Manager to drive the strategy for qualified leads and engagement through paid media – supporting campaign set up through LinkedIn and AdRoll, continually analyzing and monitoring spend and effectiveness across paid channels, managing budget and pacing to ensure we are hitting our key paid media metrics
• Assist in the setup and help manage consistent ad campaigns across paid search (Bing, Google), paid social, remarketing (Google Display), and AdRoll
• Continuously inform and educate the sales organization as it relates to new and planned marketing activities that will be deployed to their accounts
• Build and manage evergreen and nurture campaigns for an always-on brand presence with our customers
• Support in-person tradeshows, including advocacy opportunities from events as needed
• Partner with the customer success team and communications team to build out marketing communications/processes for activating and engaging advocates within our customer base, working across departments to coordinate customer outreach
• Partner with the communication manager, sales, and customer success teams to outreach and secure customer advocates and logos for webinars, speaking, content, media, and PR activities
• Build strategy and own external relationships with voice of the customer tools, such as G2 and Scotsman Guide

Lifecycle Marketing Manager

Technical Account Manager

• 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

Systems Engineer

• Develop, implement and manage systems that support the platform
• Define and develop system reporting and infrastructure health monitoring
• Work with CLIs & GUIs to create tools for automating workflows
• Troubleshoot production systems and implement solutions
• Own projects from inception to completion
• Work with all tiers of support to gather pain points

Customer Success Manager

• 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.

Associate Customer Success Manager

Product Manager

• 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.

Senior Product Manager

Manager

• 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.

Senior Product Documentation, Knowledge Systems Manager

Consultant

• Manage onboarding, platform configuration, and content projects for customers.
• Interpret customer requirements into actionable tasks using internal systems and processes.
• Coordinate with internal teams (Content, Support, Implementation) to ensure timely project execution.
• Maintain accurate documentation, including scope notes, progress updates, and QA signoffs.
• Engage directly with customers to resolve issues, gather input, and guide setup decisions, and escalate if warranted, consistently operating with a customer’s success mindset.
• Support internal initiatives related to process improvements and team efficiency.
• Meet KPIs related to customer satisfaction, efficiency, and adherence to scope/timelines.
• Contribute to team playbooks and knowledge articles, documenting implementation steps, FAQs, and lessons learned for internal reuse.
• Capture recurring customer questions and configuration pain-points, relay structured feedback to Product and senior PS consultants for roadmap consideration.