Field Account Manager

Thatch; Austin (TX); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Thatch is seeking a Field Account Manager to deliver high-quality, in-person support across the Austin region. The ideal candidate will have 4+ years of experience in benefits consulting or a similar role, showcasing exceptional communication and organizational skills.

The role includes leading customer education sessions, managing onsite events, and deepening relationships with clients. Availability for 50%+ travel during open enrollment season is essential. Join us in making a positive impact for our clients!

Qualifications

• 4+ years in benefits consulting or related customer-facing role.
• Exceptional communication and presentation skills.
• Strong organizational skills and attention to detail.
• Ability to navigate ambiguity and solve problems independently.
• Willingness to travel regularly.

Responsibilities

• Deliver onsite support and employee education across a designated region.
• Lead employer-facing programs including open enrollment sessions.
• Partner with Account Managers to deepen customer relationships.
• Coordinate and execute customer onsite events including logistics.
• Act as a customer advocate to drive improvements.

Skills

Benefits consulting

Customer success

Support

Communication skills

Organizational skills

Job description

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.

Qualifications

• 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.

Travel Expectations

• 50%+ travel during the annual open enrollment season (Q4).