Field Account Manager

Summary

Thatch is a technology company focused on changing how healthcare is delivered in America. The Field Account Manager provides in-person customer support, leads employee education and enrollment programs, coordinates onsite events, strengthens customer relationships, and advocates for customer experience improvements.

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 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

Skills

• 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 annual open enrollment season (Q4)
• Bilingual in Spanish and English strongly preferred

Qualifications

Must Haves

• 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 annual open enrollment season (Q4)

Nice to Haves

• Bilingual in Spanish and English strongly preferred

Benefits

• Fully distributed work arrangement