Field Account Manager
Job in
Austin, Travis County, Texas, 78716, USA
Listed on 2026-08-20
Listing for:
Thatch
Full Time
position Listed on 2026-08-20
Job specializations:
-
Customer Service/HelpDesk
Customer Success Management, Client Relationship Management, CRM Systems & Management -
Business
Customer Success Management, Client Relationship Management, CRM Systems & Management
Job Description & How to Apply Below
About The Role
As our customer base grows, the complexity of supporting employers, brokers, and members increases. The Field Account Manager (FAM) delivers high‑quality, in‑person support and ongoing education, partnering with Account Managers and Implementation Managers to provide value across a region.
Responsibilities- Serve as an extension of the Account Management and Implementation teams by delivering onsite support, employee education, and enrollment assistance for customers across a designated region.
- Lead employer‑facing programs, including open enrollment sessions, Thatch platform training, product webinars, office hours, and engagement initiatives focused on renewals, product roadmap, compliance, and the Thatch Marketplace.
- Partner with Account Managers to deepen customer relationships by gathering insights, identifying opportunities and risks, supporting business reviews, and executing strategic account plans.
- Coordinate and execute customer onsite events end‑to‑end, including travel logistics, stakeholder alignment, presentation delivery, and post‑event follow‑up.
- Act as a customer advocate by surfacing feedback, identifying recurring themes, and collaborating cross‑functionally with Product, Operations, and Support to drive improvements to the customer experience.
- 4+ years of experience in benefits consulting, customer success, support, or a related customer‑facing role; an active broker license and fluency in plan advising is a strong plus.
- Exceptional communication and presentation skills, with the ability to build trust and engage audiences ranging from frontline employees to HR leaders and executives.
- Strong organizational skills and attention to detail, with experience managing multiple priorities and customer engagements simultaneously.
- Demonstrated ability to navigate ambiguity, solve problems independently, and operate effectively in a fast‑paced environment.
- Willingness to travel regularly within a designated region to support customer meetings, open enrollment events, and company initiatives.
- Comfort analyzing customer data, preparing reporting, and translating insights into actionable recommendations that improve customer outcomes.
- 50%+ travel during the annual open enrollment season (Q4).
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