Account Manager, Thumbtack
$57.8-88k
Salary dependent on location
Local services marketplace app
Be an early applicant
Local services marketplace app
1001+ employees
Be an early applicant
$57.8-88k
Salary dependent on location
1001+ employees
Company mission
Thumbtack's mission is to help homeowners care for their homes, all the way from minor retouching to fundamental remodelling projects.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
Our take
ThumbTack is a local services marketplace app that pairs customers with skilled professionals. Instead of simply searching for a professional, users provide ThumbTack with details of the job they need completing and the professionals then pitch their services to the potential customer using credits. ThumbTack makes its money by charging the professional for these credits.
It positions itself as something a little different in a saturated local services space that is dominated by companies like Angie’s List, TaskRabbit, Yelp, eBay, and Amazon. It also focuses on a broad range of professionals, from traditional home services like electricians and painters to photographers, personal trainers, and birthday party magicians.
The COVID-19 pandemic saw a boost in business for ThumbTack as more people stayed at home and made changes to their properties, increasing the demand for home professionals. In fact, after 2019, the company doubled in value to $3.2 billion with its 2021 raise. Now its updated app has 30 new features, and the company is partnering with the likes of trade-powering platform and Unicorn ServiceTitan, indicating Thumbtack's sustained sway in the market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Jun 2021
$275m
LATE VC
Jul 2019
$150m
SERIES F
Total funding: $699.4m
Company benefits
- Parental leave
- Health insurance
- Community matters | Sure, our ways of connecting have changed. But we haven’t missed a beat, from virtual concerts to “TTversary” celebrations to weekly catch-ups
- Always be improving | We bring out the best in our colleagues — and our product — by pushing each beyond what we believe we’re capable of. We give honest feedback, even when it’s hard
- Wellness is a way of life | We promote balance with generous PTO and company-wide holidays — and find our centers every Wellness Wednesday with yoga featuring a Thumbtack pro
- A worthy mission | In a world where tech is often seen as eroding good jobs, we’re helping small business owners thrive. Our product makes entrepreneurship accessible to everyone
- Driven by our values | Our values are the compass by which we make all our decisions. Each one matters: Lead with why, Make it count, Own it, Choose teamwork, and Say what you mean
- Plus, amazing benefits | All the benefits you’d expect, plus a few more: generous parental and fertility benefits, $1800 for Thumbtack services per year and a $1200 remote work stipend
- Virtual-first working model coupled with quarterly in-person events and Camp Thumbtack
- 20+ company-wide holidays including two week-long shutdowns
- Libraries (collaborative workspaces) in San Francisco, Salt Lake City, Toronto, and Manila
- Cell phone and WiFi reimbursements
- Subscriptions and Employee Assistance Program for mental health and well-being
Company HQ
SoMa, San Francisco, CA
Leadership
Marco Zappacosta
(CEO)Having studied at Columbia University, Marco co-founded Thumbtack in August 2008. He has served as CEO since January 2009.
Jonathan Swanson
(Chairman)Jonathan started his career creating financial market reports for the White House before co-founding Thumbtack in 2008. Currently Founder at Powerset and Athena.
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