现场客户经理
Field Account Manager
职位描述
随着客户数量的增长，我们在支持雇主、中介和会员方面所面临的复杂性也在增加，尤其是在他们使用Thatch过程中最重要的时刻。现场客户经理（FAM）是实现这一承诺的关键角色——为客户提供高质量的面对面支持，并推动主动的持续教育与赋能。
与拥有特定客户群不同，现场客户经理在客户团队模式中工作，与客户经理和实施经理紧密合作，以更广泛地为客户创造价值。实际上，这可能意味着本周要领导一家中型雇主的现场开放注册会议，下周要主持网络研讨会系列，而在两者之间则帮助准备续约材料和客户洞察。
该职位结合了关系建设、客户教育、运营执行和跨职能倡导——非常适合那些在客户面前表现出色、能在不同优先事项间自如切换，并希望帮助塑造高增长公司客户体验的人。
你将负责
- 作为客户管理与实施团队的延伸，为指定区域的客户提供现场支持、员工教育和注册协助。
- 领导面向雇主的项目，包括开放注册会议、Thatch平台培训、产品网络研讨会、办公时间以及其他以续约、产品路线图和其他相关主题（如合规性和Thatch Marketplace）为重点的参与活动。
- 与客户经理合作，通过收集洞察、识别机会和风险、支持业务评审并协助执行战略客户计划来加深客户关系。
- 全程协调和执行客户现场活动，包括差旅物流、利益相关者对齐、演示交付和活动后跟进。
- 作为客户代言人，反映客户反馈，识别常见主题，并与产品、运营和支持团队跨职能合作，推动客户体验的改进。
我们期望的背景
- 4年以上福利咨询、客户成功、支持或相关客户接触岗位经验；持有活跃的中介执照并具备计划建议能力是加分项。
- 出色的沟通和演示技能，能够建立信任并吸引从一线员工到高管的各种受众。
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About Thatch
For most people, health insurance is something that happens to them: a plan chosen by someone else, with little room to fit their life. Thatch is changing that. We help companies give every employee a real healthcare budget instead of a one-size-fits-all plan, so people can choose the coverage and care that works for them, and employers get predictable costs they can control.
It’s a simple idea, but making it real means solving hard problems across healthcare, payments, and technology, and we’re just getting started. We look for people who like solving complex problems, use good judgment, and are comfortable working through ambiguity. People here care deeply about our customers, take real responsibility for what gets built, and are driven by doing work that matters.
About the role
As our customer base grows, so does the complexity of supporting employers, brokers, and members through the moments that matter most in their Thatch journey. The Field Account Manager (FAM) is a critical part of how we deliver on that promise — bringing high-quality, in-person support to customers and enabling proactive, ongoing education and enablement.
Rather than owning a named book of business, Field Account Managers operate within an account team model, partnering closely with Account Managers and Implementation Managers to enable customers and add value more widely. In practice, that might mean leading an onsite open enrollment meeting for a mid-market employer one week, hosting a webinar series the next, and helping prepare renewal materials and customer insights in between.
The role blends relationship building, customer education, operational execution, and cross-functional advocacy – and it's well-suited for someone who thrives in front of customers, moves comfortably between priorities, and wants to help shape how a high-growth company scales its customer experience.
What you'll do
- 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 other engagement initiatives focused on renewals, product roadmap, and other relevant topics such as compliance and Thatch Marketplace.
- Partner with Account Managers to deepen customer relationships by gathering insights, identifying opportunities and risks, supporting business reviews, and helping execute 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 partnering cross-functionally with Product, Operations, and Support to drive improvements to the customer experience.
Background we're looking for
- 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.
Experience we'd be particularly excited about
- Bilingual in Spanish and English strongly preferred
Travel Expectations
- 50%+ travel during annual open enrollment season (Q4)
What to expect
We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect:
- 30 minute video meeting to talk through your background and interest in Thatch
- 30 minute video meeting with the hiring manager to dive deeper into your experience and the role
- 30 minute video meeting to meet 2-3 members of the team
- 30 minute video meeting with the department leadership and one of our founders to discuss your approach to culture and our operating principles
Estimated Compensation Range
$85,000—$100,000 USD