Total Expert
Published
March 3, 2021
Location
Minneapolis, Minnesota
Job Type

Description

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. The work you do will empower tens of thousands of financial services leaders to help their customers make critical financial decisions that shape their lives.

Exciting work you’ll do:

  • Understand and promote the value of Total Expert products and services to customers
  • Establish and maintain a trusted advisor relationship by recommending workflows and environmental best practices to achieve the customer’s goals
  • Execute contract renewal management for portfolio accounts
  • Maintain and increase customer satisfaction to ensure retention
  • Measure and report on progress toward achieving customer’s definition of success over time
  • Develop and maintain relationships at multiple levels within the customer organization including with executive stakeholders to understand critical goals, challenges, and key performance indicators
  • Conduct business reviews on a regular basis
  • Partner to improve on strengths, eliminate inefficiencies and maximize productivity
  • Drive user adoption, engagement, and success
  • Equip users through arranging ongoing training to tap into the power of Total Expert
  • Identify and facilitate opportunities for account growth via additional licenses and new functionality as needed
  • Demonstrate relentless commitment as a customer advocate by promoting customer needs/issues cross-departmentally
  • Maintain records of customer engagement and success planning in our customer success platform
  • May require occasional travel
  • Other duties as assigned

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