Account Manager

About the Account Management Team

The Account Management Team is a fast-evolving team designed to drive results for our Thumbtack Professionals. We are product experts responsible for ensuring Thumbtack Pros are set up to get the right jobs from the right customers through providing insights, coaching, and holding them accountable to goals.

Currently, the Account Management Team manages the outcomes of Thumbtack’s most successful and engaged professionals and oversees the onboarding experience of the new high potential professionals through a combination of outbound phone, email, text and chat efforts. Additionally, the Account Management team works closely with the product, category management, and marketing team to design and execute targeted campaigns to new and established professionals at Thumbtack.

About the Role

The Account Manager serves as the primary post-sale point of contact for Thumbtack high-value professionals as well as the point of contact and the ‘onboarder' of any new Franchisees within their Brands. Using in-depth knowledge of Thumbtack’s platform combined with a clear understanding of the pro’s goals, the AM drives and increases adoption and usage of Thumbtack.  With their deep product knowledge, the AM demonstrates product features beyond central functionality to help our pros achieve their business results and maximum value from Thumbtack.  AM’s ensures best practices are adopted and platform functionality is fully utilized for the pro. AM’s are the trusted advisors and drive outcomes that align with Thumbtack pros’ goals to drive engagement and satisfaction.  The AM may handle escalations and coordinate across functional areas of the company, including Sales, Product, Customer Support and Marketplace Trust & Safety.

What you'll do 

• Understand your professional’s strategic goals and challenges and support them to extract the full value of their Thumbtack experience by providing appropriate education, actionable advice, useful content, and clear communication as needed
• Based on pro-health (customer-health) and market indicators, prioritize your outreach efforts to mitigate churn and position for revenue growth
• Build and execute on account & action plans
• Introduce new product features and drive adoption of those features
• Propose expansion opportunities to meet the professional’s growth targets 
• Share best practices with professionals and colleagues
• Translate pro feedback into product requirements
• Have strong knowledge of the Thumbtack platform, always staying up-to-date on the latest product updates, understanding how this impacts pros in your portfolio

In order to be successful, you must bring

• Bachelor’s degree and 3+ yrs proactive, customer-facing/Account management experience OR 5+ years of relevant customer-facing/Account management experience required.
• Experience managing a portfolio of accounts and meeting or exceeding revenue targets
• Demonstrated ability to build strong customer relationships and deliver a customer-centric solution
• SFDC experience is a must.  
• Experience with analyzing data, deriving and communicating insights.
• Ability to create basic reports in Google Sheets and basic presentations in Google Slides, along with general Google Suite knowledge

Expected salary ranges

• For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected salary range for the role is currently $68,000 - $88,000.
• For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected salary range for the role is currently $61,200 - $79,200.
• For candidates living in all other US locations, the expected salary range for this role is currently $57,800 - $74,800.

Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.

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