Customer Success

Vice President of Customer Success

CUSTOMER FOCUSED

MOVE FAST & INNOVATE

SOLUTION ORIENTED

Total Expert’s mission is to drive growth by making customer relationships human again.  As a private, rapidly growing software-as-a-service (SaaS) company, we provide the first modern, web-based, enterprise-level Marketing Operating System (MOS) that enables financial services organizations and their brands to stay ahead of how consumers expect to communicate, shop, and manage their financial lives in the digital/social era. Today, more than 100 customers in both lending and financial services firms, including eight of America’s top 15 lenders, leverage Total Expert’s Marketing Operating System to create customers for life by blending human relationships with digital simplicity.

About us:

Why choose Total Expert?  At Total Expert, we strive for excellence, innovation and customer success at all times. Our most successful people have a “teamwork makes the dream work” mindset, can operate with a strong sense of urgency, have an entrepreneurial spirit, and are solution orientated.

We are being recognized!  In 2019, Total Expert made the Inc. 500 list of fastest-growing companies in the country at spot #105 and was the 2nd fastest-growing Minneapolis-based company on the list.  In addition to being awarded a Top Workplace by the Minneapolis-St. Paul Star Tribune (2018, 2019), we have also been recognized as a HousingWire Tech100 and Minne Inno 50 on Fire award winner in 2019.

The VP of Customer Success will have a high impact and visibility as you serve front and center to our customers.  You will oversee engagements, articulate, elevate and bring our product to market, and drive growth and profitability for the company. As a customer-obsessed executive at Total Expert, you’ll follow and manage to our Total Expert Success Principles and be a hands-on champion of customer experience, developing a best-in-class team with the goal of helping our customers win. 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. Below are the key activities that our Leaders are responsible for:

Strategy Alignment:

  • Lead account strategy and planning.
  • Execute a strong sense of urgency and a strategic vision with your teams to ensure we enhance the experience of our customers.
  • Set the long-term vision for Total Expert by analyzing the current state, identifying areas of improvement and implementing innovative ideas to benefit the customer experience.
  • Provide oversight of customer retention/renewal strategy & the operational plan.
  • Oversee the development and execution of tiered strategic account plans with knowledge of the customer’s market and business objectives.

Customer Focused:  

  • Understand, define, drive value proposition for Total Experts customers.
  • Define customers’ needs and build business case based on strategic goals and objectives.
  • Handle customer escalations in a timely manner and with a process that keeps the customer’s satisfaction at the forefront, while also maintaining Total Expert’s standards and expectations.
  • Develop relationships with Total Expert customer executives, administrators and champions, understanding the market and their pain points.
  • Execute the strategic vision for the Customer Success and Customer Operations teams to enhance the experience of our customers, ensuring a strong sense of urgency.

Team Development & Engagement:  

  • Proactively escalate wins / news / events / issues / trends to CCO, acting as the voice of the customer by providing visibility on real-time issues or emerging concerns.
  • Establish a path for team members to grow their careers and develop their skills/capabilities
  • Delegate and encourage team members to take ownership of various aspects of the engagement and look for succession planning across the team for future engagements.
  • Advocate for customer and customer success team by communicating challenges / roadblocks at executive level.
  • Set the long-term vision for the Customer Success team by analyzing the current state, identifying areas of improvement and implementing innovative ideas to benefit the customer experience.
  • Guide team in diagnosis of customer needs and issues, translating those needs into actionable solutions and follow up.
  • Responsible for Customer Success and Customer Operations KPI’s, along with assisting in the prioritization of work and monitoring team performance.
  • Drive the reporting around ROI of Total Expert and equip Customer Success team to consistently communicate this to customers.

Growth Driven:  

  • Proactively build current customer relationships within existing accounts.
  • Proactively build Total Experts brand and relationships with prospective customers.
  • Drive growth, revenue and retention through expansion of existing accounts.
  • Leverage business metrics and customer feedback to help build, implement and enforce a repeatable process for both customer management and support of products.

Go to Market:  

  • Passionate about building great products, innovation and solving complex customer problems.
  • Solid track record of building relationships and influencing without authority at all levels of the organization.
  • Oversee the development and execution of tiered strategic account plans with knowledge of the customer’s market and business objectives.
  • Develop relationships with Total Expert customer executives, administrators and champions, understanding the market and their pain points.

Leadership & Collaboration:

  • Advocate for customer and customer success team by communicating challenges / roadblocks at executive level.
  • Provide consistent visibility to customer / operational metrics plus analysis of trends, working closely with the VP of Customer Operations.
  • Work closely with internal teams across Total Expert to ensure satisfaction, adoption and expanded use across all levels of customer size and complexity.

What we look for:

  • 10+ years of experience leading customer success team in SaaS.
  • Will thrive in startup culture: Has a growth mindset, resilient, adaptable and curious.
  • Impeccable follow up and strong sense of urgency, ability to drive to outcome.
  • Resilience, flexibility and positive energy – the ability and passion to go above-and-beyond when needed – embracing a start-up environment.
  • Analytical mindset with a deep understanding of value drivers in recurring revenue business models
  • Experience in creating a performance and metrics focused team.
  • Proven ability to develop and grow relationships, internally and externally.
  • Experience developing, motivating and mentoring high-performing teams to set and meet ambitious goals.
  • Ability to travel to customer sites and events on short notice.
  • Strong communication, organization and presentation skills.

Preferred Qualifications:

  • Financial services industry expertise preferred.

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