Customer Success Manager

Total Expert Minneapolis , MN 55415

Posted 3 weeks ago

Customer Success Manager

About us:

Total Expert is a software-as-a-service (SaaS) company that created the first enterprise-grade Marketing Operating System (MOS) specifically for regulated financial services organizations. Total Expert's MOS aligns marketing, sales and compliance in a single system of record, empowering salespeople to grow their marketing and sales efforts while ensuring they stay compliant with complex regulations.

The primary responsibility of the Customer Success Manager (CSM) is to foster a dynamic and strategic relationship between Total Expert and their enterprise 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

Responsibilities:

  • Offer best practices and suggestions to maximize the value of the Total Expert Marketing Operating System to achieve the institution's goals

  • Measure and report on progress toward achieving definition of success over time

  • Provide proactive support including updates on the latest product releases and roadmap

  • Conduct business reviews on regular basis both in person and via Webinar

  • Partner to improve on strengths, eliminate inefficiencies and maximize productivity

  • Drive user adoption, engagement and success

  • Maintain awareness of technical and support cases to spot trends and seek to prevent issues before they happen

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

  • Add additional licenses and new functionality as needed

  • Serving as a Total Expert advocate/liaison within an institution between departments and roles

Requirements:

  • Bachelor Degree required

  • Ideally 4+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role

  • Passion for technology and for being a part of a fast-growing SaaS company

  • Experience in working with complex, multi-divisional, multi-geographical customers

  • Ability to create structure in ambiguous situations and design effective processes

  • Strong customer relationship management skills customer centric mindset

  • Strong decision-making capability. Can digest complex information to understand core issues and the 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

  • Willingness to travel up to 25%

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

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