Technical Account Manager

Summary

Total Expert provides a customer operating system for financial services that helps organizations engage customers through human and AI-assisted interactions. The Technical Account Manager partners with financial services customers to maximize platform value through strategic guidance, technical enablement, adoption, optimization, and stakeholder collaboration.

Responsibilities

• 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

Skills

• Ability to operate independently with a proactive, customer-first mindset
• Bias for action and urgency
• Passion for helping organizations adopt technology and achieve measurable success
• Experience working with multi-stakeholder, enterprise accounts in complex industries
• Strong critical thinking and communication skills—capable of translating strategy into action
• Comfortable managing multiple projects and priorities within a dynamic environment
• Excellent organization, time management, and documentation skills
• High proficiency in Microsoft Excel, PowerPoint, and process documentation
• 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
• 3+ years in a Technical Account Management, Implementation, or Customer Success role
• Experience supporting financial institutions, mortgage lenders, or fintech companies
• Familiarity with Mortgage Tech (LOS, POS, PPE, CRM), APIs, BI tools, and data integration models
• Background in a Saas billable utilization framework, delivering structured customer engagements with measurable outcomes

Qualifications

Must Haves

• Ability to operate independently with a proactive, customer-first mindset
• Bias for action and urgency
• Passion for helping organizations adopt technology and achieve measurable success
• Experience working with multi-stakeholder, enterprise accounts in complex industries
• Strong critical thinking and communication skills—capable of translating strategy into action
• Comfortable managing multiple projects and priorities within a dynamic environment
• Excellent organization, time management, and documentation skills
• High proficiency in Microsoft Excel, PowerPoint, and process documentation
• 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

Nice to Haves

• 3+ years in a Technical Account Management, Implementation, or Customer Success role
• Experience supporting financial institutions, mortgage lenders, or fintech companies
• Familiarity with Mortgage Tech (LOS, POS, PPE, CRM), APIs, BI tools, and data integration models
• Background in a Saas billable utilization framework, delivering structured customer engagements with measurable outcomes

Benefits

• Annual discretionary bonus based on company performance and other factors
• Employee Stock Option Plan
• 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
• 401(k) with employer match
• For candidates based in the Dallas, TX or Minneapolis, MN area, the position follows a hybrid schedule with 3 on-site days per week.
• This position would be remote for qualifying candidates residing outside of those areas.