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Implementation Manager (Remote)

Minneapolis, Minnesota
Job Type
20 Jul 2022
The Implementation Manager will have direct accountability for the overall success of the implementation of the customer product. They will also be key in the development of best practices in usage of our platform. To be successful, you'll need to manage and coordinate cross-functional resources to deliver against the Statement of Work or Customer Enhancement Plan.

Work you'll be doing:
    • Play a key role in managing the customer relationship. Work closely with customers to maintain or strengthen open communication.
    • Review and analyze project scope and manage customer expectations.
    • Prepare detailed timelines and customer-facing/internal status reports.
    • Identify risks/issues and escalate to the necessary and appropriate team members and stakeholders.
    • Serve as the main point of contact and subject matter expert for system setup and troubleshooting.
    • Work closely with the customer and 3rd party vendors to set up and validate integrations.
    • Travel as required to build/maintain customer satisfaction and relationship and facilitate implementation activities.
    • Monitor and measure customer satisfaction on an ongoing basis.
    • Passionate about building great products, innovation and solving complex customer problems.
    • Will thrive in startup culture: Has a growth mindset, resilient, adaptable and curious.

What we are looking for:
    • 2+ years of experience with software professional services (SaaS preferred), including proven ability to effectively interact with both technical and non-technical customers alike.
    • Experience working collaboratively with internal cross-functional teams to develop strategies that meet business goals within budget, time and scope.
    • Experience in customer relationship management to effectively manage communications conflicts, negotiations, identify operational issues/risks, recommend and implement strategies to resolve problems.
    • Experience in project planning, resource planning and scheduling.
    • Experience with recognized implementation management methodologies including; work breakdown structures, risk/issue management, resource loading, project monitoring, project controlling and quality assurance.
    • Excellent presentation skills with technical, non-technical end-user and executive audiences.
    • Strong verbal and written communication skills.
    • Knowledge and experience with enterprise web applications.
    • Experience with Microsoft Office (Project, Word, Excel, PowerPoint).

Company Mission & Vision:

Total Expert's mission is to empower modern financial institutions to create trusted lifelong customer relationships. Our vision is to orchestrate the perfect customer journey across modern financial services by creating the leading purpose-built platform.

Total Wellness:

We believe that living a balanced life leads to more creativity and productivity. Total Expert offers the following benefits to support employees in their pursuit of Total Wellness.

Physical Wellness:

• Medical, Dental & Vision Coverage

• Prescription Drug Coverage

• GymPass

• Health Advocate Program

• Flexible Time Off Program

Financial Wellness:

• 401(k) Retirement Savings Plan & Matching Program

• Health Savings Account, Flexible Spending Accounts & Disability Protection

• Life & Voluntary Life Coverage

• Paid Parental Leave

• Pet Insurance

• Employee Referral Bonus

Our Pledge:

We believe that strength comes from diversity and we strive for a culture where every person's voice, unique lived experience, and talents are embraced and celebrated. We are committed to attracting and hiring for diversity of all kinds, creating better opportunities for inclusion and belonging throughout our employee lifecycle, and establishing and/or refining our internal practices and procedures to ensure equity.

About Us:

Total Expert is a pre-IPO, series C, $50M (annual recurring revenue) fintech company. We are growing fast (between 30-40% annually), and as a CRM and marketing automation platform purpose-built for lenders and banks, we enjoy a tremendous product market fit for the world-class financial institutions we serve.

The Total Expert platform unifies data, marketing, sales, and compliance solutions to provide a cohesive experience across the customer lifecycle. We are determined to reimagine the way people and technology work together so that our customers build more meaningful, human connections with their customers.

Innovation Path:

With 1/3 of our annual budget committed to R&D, Total Expert is executing on a platform modernization journey, which has allowed us to focus on: team autonomy, continuous integration and deployment, and building the architectural foundation for the future. The results so far? 1) We moved from monthly deployment to multiple times per day, 2) our teams are empowered to make decisions and lead the architecture of their domain, and 3) we've built an event-sourced backbone as the foundation to build enterprise services with velocity.

Industry Leader:

Amidst business and integration growth, Total Expert continues to receive several awards and industry recognition. G2, the world's leading business solutions review website, has identified Total Expert as a leader across four categories in the Summer 2022 reports. These rankings were achieved based on market presence and customer satisfaction of real users, which were then compared to similar products in each report category.

Along with this achievement, Total Expert recently has been recognized with the following awards and honors:

-Named to the 2022 Inc. 5000 Series: Midwest list for the third consecutive year

-Named a finalist in the "Best Consumer Digital Banking Solution Provider" category of the Banking Tech Awards USA

-Listed as the fifteenth largest software company in the Twin Cities on the MSP Biz Journal - Software Development List

-Listed as an honoree for one of the most innovative technology companies in the housing economy on HousingWire's 2022 Tech100 list for the fifth consecutive year

-Listed as number seven on the list of the 2022 Best Tech Startups in Minnesota

Come Join Us:

We're changing how financial institutions engage with consumers, and it starts with the people behind our platform. We're seeking passionate individuals to grow with us as we continue to empower leading financial brands to form deeper customer relationships. Our most successful people have a "teamwork makes the dream work" mindset, operate with a strong sense of urgency, have an entrepreneurial spirit, and are solutions-oriented. Take a closer look!
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  • Job Reference: 662932317-2
  • Date Posted: 20 July 2022
  • Recruiter: Total Expert
  • Location: Minneapolis, Minnesota
  • Salary: On Application
  • Sector: Consulting & Corporate Strategy
  • Job Type: Permanent