Technical Account Manager

Total Expert is the Customer Operating System for financial services. Our purpose-built platform combines a system of context with a system of action that enables humans and AI Assistants to engage in the moments that matter and earn customers for life. Since 2016 Total Expert has enabled more than seven trillion dollars of funded loan volume.

The Technical Account Manager (TAM) at Total Expert is a trusted partner to our financial services customers, helping them maximize the value of the platform through strategic guidance, technical enablement, and ongoing optimization. TAMs serve by combining product expertise with a deep understanding of customer goals, business context, and technology landscape.

This role bridges the gap between strategic vision and practical execution, delivering consistent, high-quality engagements that are grounded in best-practices that will drive adoption, operational efficiency, and measurable outcomes. The ideal candidate brings a proactive, service-minded approach and is energized by the opportunity to help customers make critical financial decisions that shape their lives.

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.

What you’ll be doing:

Feature Adoption & Platform Strategy

• 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

Stakeholder Collaboration & Advocacy

• 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

Internal Enablement & Continuous Improvement

• 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

What we are looking for:

• 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

Preferred Qualifications:

• 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