Success Specialist

About the Success Team

Thumbtack is the leading marketplace platform connecting customers with local professionals for all their project and service needs.

We are a rapidly growing organization looking for highly motivated individuals to join us in scaling our success team. Our culture prides itself on diversity and inclusion and our mission is to empower independent pros to grow their businesses, and that's where you come in.

About the Role

As a Success Specialist, you'll be on the front lines, helping our pros unlock their full potential and build thriving businesses on Thumbtack. It's all about being a strategic partner and champion for our pros. You'll be the ultimate guide for our pros, helping them navigate their journey to success. We're looking for someone who is not just great at building rapport but is also a consultative partner who can dive deep into a pro's business, marketing strategy, and growth goals. Your day will be packed with high-impact activities building trust and loyalty and driving revenue and departmental goals.

What you’ll do

• Partner with our pros on our platform by listening to their needs and providing the best solutions - you’re the expert! Pro satisfaction and longevity will be your #1 priority.
• Maintain excellent knowledge of Thumbtack’s products and services, as well as industry standards and best practices for home maintenance and repairs and other service industries.
• Participate in at least 50 outbound calls per day with our pros to determine the best solution to help them get hired. This can include using tools such as AI to optimize their accounts.
• Successfully build rapport with the pros and be able to anticipate their needs and long term business goals.
• Conduct comprehensive profile reviews, guiding pros through key areas like response time, reviews, profile pictures, and quick replies to help them shine. You’ll encourage them to complete product recommendations and set competitive budgets, setting them up for success.
• Identify opportunities to cross-sell additional products or services to existing pros.
• Actively listen to pro concerns taking on a consultative approach, have the ability to probe, and be able to provide recommendations when necessary.
• Have the ability to set the proper expectations on lead costs, marketing and ROI with our pros so they are satisfied and can justify their marketing spend.
• Troubleshoot and resolve pro inquiries with effective problem-solving and de-escalating skills while building a relationship with the pro.
• Proactively follow up with pros via call, SMS and/or email.
• Maintain high-performance metrics including revenue attainment, quality adherence, efficiency, pro satisfaction, and net promoter scores.
• Continuously look for areas of improvements that drive revenue and communicate trends to the appropriate parties.
• Make independent and insightful decisions while keeping the pro and company needs in mind.
• Engage with team members through weekly development sessions, training, and support interactions that help build each other.

In order to be successful, you must bring

• At least 1–2 years of B2B selling and or success experience, with a minimum of 6 months of outbound calling or collections exposure, preferably in the BPO or Shared Services industry and in the home service space
• Customer retention, churn, onboarding and reactivation experience.
• A proven track record meeting or exceeding quotas.
• Proficiency in English.
• A collaborative, consultative and problem solving mindset, with a willingness to share techniques and successes with the team.
• Experience in pipeline management,customer support and product education.
• Marketing or advertising sales experience
• Experience with tools such as Salesforce, AI andGoogle Suite