Careers — Arthur Ventures
Professional Services Manager at Total Expert
Minneapolis, MN, US

The Professional Services Manager is responsible for providing business development, technical solutions associated with the product implementation and coordination of activities and documentation associated with the sale of professional services for both new and existing customers. This person will also be a key resource in managing ongoing project work associated with existing customers, including our most strategic. 

About us:

Total Expert is a software-as-a-service (SaaS) company that provides the first modern, web-based, enterprise-level Marketing Operating System built specifically for banking and mortgage. Eight of the top 15 mortgage lenders in the country use Total Expert. Total Expert was named a 2018 TECH100 recipient by HousingWire, a 2018 Top Workplace by the Minneapolis-St. Paul Star Tribune and named the fastest-growing software company in Minnesota in 2018 by the Inc. 500.

Essential Functions:

  • Participate in the sales process for highly qualified sales opportunities to present Professional Services as part of the Total Expert Solution and how it differentiates our product and company in the industry
  • Act as the liaison across functional business areas to provide support for deals from inception to close and hand-off to implementations, focusing on providing solutions to meet the needs of the prospect/customer that align with Total Experts capabilities and strategic direction
  • Identify and approve all professional services associated with each proposal and finalize SOWs and order forms for both new prospects and existing customer new development requests
  • Work with customers to understand pain points, develop requirements and define solutions
  • Manage the project work associated with SOWs for existing customers, including our strategic customers to continue to develop true partnerships and build value
  • Work in collaboration with the sales team to present and educate prospects on what to expect with their implementation focusing on best practices and TTV
  • Develop and maintain relevant materials to leverage in the sales process and that can be used by others in the organization as needed
  • Provide key information obtained during the sales process to the implementation team
  • Utilize insights from each customer engagement to help improve our professional services processes, best practices and offerings and help shape strategic direction to consistently offer and deliver best in class service
  • Continue to keep current on product, upcoming roadmap items, on-going releases and implementation best practices.
  • Support and drive continued improvements to the Sales and SOW process

Skills and Requirements:

  • 5+ years of proven leadership experience in customer SaaS implementations or professional services
  • 5+ years of relevant experience in project management (preferably in B-B-C SaaS software implementations)
  • Onboarding will include performing new customer implementations for a period up to 6 months
  • Strong customer relationship management skills – customer centric mindset
  • Strong decision-making capability.  Can digest complex information to understand core issues and the develop proposed solutions that align with Total Expert and customer interests
  • Proven ability to independently and successfully apply process improvement methods with measurable business performance improvement outcomes
  • Professional experience to collaborate with sales, development, and professional services to provide support, cohesiveness and ensure that both the customer and professional services are set-up for success
  • Experience successfully prioritizing customer deliverables, timelines and determining risk and/or impact
  • Ability to establish trust and credibility at all levels of an organization
  • Ability to work under pressure, managing multiple priorities, and complete tasks on time within an extremely fast pace environment
  • High energy, flexibility, and “Can do” and “Positive” attitude in approaching challenges in a fast, constantly changing environment
  • Excellent organizational, time management, analytical, and problem-solving skills
  • Proven ability to work well with users at all levels including C-level, both within Total Expert and customer’s organizations
  • Excellent oral written communications, and presentation skills with both technical and non-technical information
  • Highly proficient in MS Excel, Word, PowerPoint, process flows and Outlook
  • Willingness to travel, up to 10%