Total Expert

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.

Associate Professional Services Consultant

Full-stack Engineer

• Write SQL to generate data exports to meet customer needs
• Develop, implement and manage systems that support the data platform
• Participate in problem analysis and collaborate with business users, customers, Product Team members, and other Engineering team members to identify and implement innovative software solutions and enhancements
• Provide maintenance on call support for assigned areas of the platform and triage support issues to other areas of the Engineering Team
• Participate in software projects, communicate status and obstacles to the delivery team, and assist with planning and estimating
• Participate in code reviews

Senior Product Manager

Senior Product Documentation, Knowledge Systems Manager

Associate Professional Services Consultant

Associate Software Engineer