What are the responsibilities and job description for the Success Specialist position at Thumbtack?
About the Pro Success Team
The mission statement of the Pro Success team is to drive adoption, expansion and retention of targeted pros through strategic relationships, therefore ensuring their continued growth and success. We partner closely with our highest potential professionals (aka pro’s) to build relationships, drive product adoption and empower them to achieve their business goals. The members of this team are Thumbtack product experts and work cross functionally with our Sales, Product, Operations and Service & Support teams in order to drive results and retain our top pro’s.
About the Role
At Thumbtack we are driven by a strong passion for helping our pros achieve their goals. A Success Specialist on the Tier 2 Pro Success Team is a key role to ensure we achieve this, promoting a culture of customer obsession. You will drive retention and growth of our pro’s by partnering with our pros, acting as their primary point of contact within Thumbtack, ensuring a strong foundation of Thumbtack knowledge. This will be accomplished by providing actionable feedback and recommendations, and assisting them in getting the full value out of our platform.
Responsibilities
- Be an advocate for your pro’s and operate with a customer obsession mentality
- Drive retention and growth by managing a portfolio of pro’s on Thumbtack
- Provide appropriate education, actionable advice, useful content, and clear communication as needed
- Become an expert of the Thumbtack product and clearly articulate how we will help your pro’s meet their goals
- Leverage a combination of tech touch and 1:1 meetings to connect with assigned pro’s
Must-Have Qualifications
If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.
- Minimum 2 years of experience in a customer success, account management, consulting or similar customer facing role
- Demonstrated ability to build strong customer relationships and deliver a customer centric solution
- Experience managing a portfolio of accounts that met defined KPIs
- Proven ability to manage, utilize, and prioritize your time and efforts
- Ability to work cross functionally within an organization to drive results
- Exceptional verbal and written communication: clear, on point and confident
- Willingness and ability to travel as needed
Nice-to-Have Qualifications
- Experience working for a company offering services through an online Marketplace
- Salesforce or similar CRM experience
- Quick learner that can incorporate industry and vertical specific jargon in your communication with customers.
Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines*. When it is safe to gather, we will begin to host in-person events on a regular basis. Remote employees will be expected to travel occasionally for these events to a Thumbtack library or offsite team-building location. In cities with 5 employees, we are establishing local communities, where employees can gather for local events. Additionally, employees in the San Francisco, Salt Lake City, Toronto and Manila areas will have opt-in access to communal workspace at one of our Thumbtack libraries. We always prioritize the health and safety of our employees. Currently, participation in these events and Thumbtack library use are optional. Both require employees to be fully vaccinated
#LI-Remote
