Sales Success Specialist (B2B)

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.

Responsibilities

Partner with pros on our platform by listening to their needs and providing the best solutions; 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 interactions per day with our pros to determine the best solution to help them get hired, including 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; Encourage them to complete product recommendations and set competitive budgets; 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 provide recommendations when necessary; Set proper expectations on lead costs, marketing and ROI with our pros; 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

Requirements

At least 1–2 years of B2B selling and/or success experience; Minimum 6 months of outbound calling or collections exposure; Customer retention, churn, onboarding and reactivation experience; Proven track record meeting or exceeding quotas; Proficiency in English; Collaborative, consultative and problem-solving mindset; Willingness to share techniques and successes with the team; Experience in pipeline management; Experience in customer support and product education; Marketing or advertising sales experience; Salesforce experience; AI experience; Google Suite experience; B2B sales experience; Tech-savvy

Nice to have

BPO or Shared Services industry; Home service space