Total Expert

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
• 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
• 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

Customer Success Manager

• Promote and communicate the full value of Total Expert’s products and services to help customers achieve measurable results.
• Gain deep knowledge of each customer’s tech stack, system integrations, and dependencies to optimize their use of Total Expert.
• Build and maintain long-term relationships by recommending workflows, best practices, and strategic guidance tailored to each customer’s goals.
• Lead contract renewals and identify upsell or cross-sell opportunities within your portfolio of accounts.
• Monitor sentiment and engagement to proactively drive retention and reduce risk.
• Track and report progress toward the customer’s definition of success, demonstrating clear business value over time.
• Engage with stakeholders across all levels—including executives—to understand key objectives, challenges, and performance indicators.
• Lead regular strategic and operational reviews to assess outcomes, alignment, and next steps.
• Partner with customers to improve efficiencies, streamline workflows, and maximize platform productivity.
• Drive active usage, deliver training, and promote adoption of new features and functionality.
• Serve as the customer’s voice within Total Expert, collaborating cross-functionally to address needs and influence product enhancements.
• Maintain accurate and up-to-date records of customer interactions, success plans, and engagement history within our customer success platform.
• Continuously looking for ways to enhance customer experiences and internal processes.

Technical Account Manager

Senior Customer Success Manager