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This position was posted on December 12, 2025 and is likely no longer accepting applications. We've kept it here for historical reference. Check out the similar jobs below!
Job Overview
Location
Indiana, USA
Job Type
Full-time
Category
Software Engineering
Date Posted
December 12, 2025
Full Job Description
đź“‹ Description
- • Own the day-to-day success of our Tier 4 digital-led customers—banks, lenders, and credit unions that rely on Total Expert to unify data, marketing, sales, and compliance into one seamless customer journey. You will be the first friendly voice they hear when questions arise, the steady guide who helps them navigate onboarding, and the detail-oriented teammate who ensures every interaction is documented and every insight is captured.
- • Serve as the frontline support hero: respond to platform questions via email, chat, and video, translate complex features into simple, actionable steps, and escalate only when a deeper technical dive is required. Your goal is to resolve 80% of inquiries on first contact while building trust and confidence in the Total Expert brand.
- • Coordinate and quarterback the onboarding process for new accounts. You will schedule kick-off calls, distribute welcome packets, configure starter templates, and monitor early usage metrics to confirm customers are achieving quick wins within their first 30 days. You’ll partner closely with Implementation, Product, and Training to remove roadblocks before they become frustrations.
- • Partner with senior Customer Success Managers to execute account health checks, renewal prep, and quarterly business review (QBR) materials. You will pull usage reports, flag at-risk indicators, draft slide decks, and rehearse talking points so that CSMs walk into every meeting fully prepared to demonstrate ROI and secure renewals.
- • Design and manage lightweight digital engagement programs—automated email nurtures, in-app tooltips, and webinar series—tailored to lower-tier accounts. You will A/B test subject lines, monitor open/click rates, and iterate campaigns to lift product adoption by at least 15% quarter over quarter.
- • Track every customer interaction, sentiment, and product request inside our Customer Success platform (Salesforce, Gainsight, or similar). Your meticulous notes become the single source of truth that powers renewals, upsells, and roadmap decisions across the company.
- • Identify simple upsell opportunities—additional user seats, premium add-ons, or expanded feature sets—and route qualified leads to senior team members with a concise handoff summary. You will maintain a pipeline report and celebrate wins in weekly team stand-ups.
- • Shadow and eventually co-facilitate customer training sessions and QBRs. Over time you will graduate from note-taker to presenter, confidently demonstrating dashboards, sharing best-practice stories, and reinforcing the strategic value of Total Expert.
- • Champion the voice of the customer internally. You will synthesize feedback themes into concise bulletins for Product, surface trending pain points to Support, and advocate for fixes that improve the user experience for thousands of financial-services professionals.
- • Embrace a culture of continuous learning: complete our 90-day Totalexpert Academy curriculum, earn platform certifications, and attend industry webinars to deepen your knowledge of mortgage, lending, and credit-union operations.
- • Contribute to a remote-first, high-empathy team that celebrates wins on Slack, hosts virtual coffee chats, and meets in person twice a year for strategic planning and team-building retreats.
🎯 Requirements
- • 1–2 years of client-facing experience in support, account coordination, or similar roles
- • Demonstrated curiosity and eagerness to build a career in Customer Success
- • Excellent written and verbal communication skills with a knack for simplifying technical concepts
- • Strong organizational habits—comfortable juggling multiple accounts, deadlines, and data sources without dropping details
- • Mortgage or broader financial-services industry experience preferred but not required
🏖️ Benefits
- • Competitive base salary of $60,000–$75,000 plus variable compensation and Employee Stock Option Plan
- • Comprehensive medical, dental, vision, HSA, FSA, life, short-term, and long-term disability coverage
- • Flexible Time-Off (FTO) policy and paid parental leave to support work-life balance
- • 401(k) with employer match to help you build long-term financial security
Skills & Technologies
About Total Expert, Inc.
Total Expert provides a customer engagement platform purpose-built for banks, credit unions, mortgage lenders, and other financial services organizations. The cloud software unifies data, marketing, and sales processes to deliver compliant, personalized communications across email, SMS, direct mail, and digital advertising channels. Features include journey automation, lead management, co-marketing portals, real-time alerts, and analytics that track pipeline performance and regulatory adherence. Founded in 2012 and headquartered in Minneapolis, the company serves more than 200 financial institutions and over 200,000 users.
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