Partner Success Specialist
Passionate about helping and educating others? Fathom is transforming the way people create beautiful performance reports and access timely business insights. We've helped thousands of advisors and business owners around the world to gain the valuable insights they need to make better business decisions – and we're just getting started.
As part of our Customer Success team, Partner Success Specialists are responsible for the conversion, retention and growth of key accounts at Fathom. This includes contacting and engaging with prospective and new users of Fathom, and identifying opportunities for further engagement and growth with existing partners. You will be involved in forming, building and maintaining relationships with key customers, and ensuring that they are on the path to success.
Partner Success at Fathom requires both sales and customer support skills. A deep product knowledge will be crucial, as you will be responsible for supporting existing accounts and providing some technical support and direction. In addition, you will need to be able to identify opportunities for growth of Fathom in the customer's firm/business.
We're looking for a confident, technical communicator who demonstrates a passion for solving problems and helping our users succeed. You will work closely with a team dedicated to developing and delivering an amazing product and customer experience to the clients we serve.
WHAT YOU'LL BE DOING:
Your work will vary from week-to-week, but will include:
- Contacting and actively engaging with prospective users of Fathom
- Maintaining and monitoring key accounts for growth and retention
- Interfacing with accounting/advisory/consulting firms to provide resources, training and advice as they scale their advisory offerings
- Maintaining an ongoing relationship with key contacts, and helping them scale their use of Fathom in their firm
- Setting goals and ensuring continued growth of key accounts in terms of Fathom adoption
- Running outreach campaigns to re-engage accounts and provide training
- Delivering marketing resources and training materials that provide value to the firm either by improving their ability to use Fathom, or to advise their clients
- Gathering product feedback from users and relaying this to Fathom's product team
- Consolidating customer feedback to assist in developing company strategy for the growth of Fathom's presence in the US market and beyond
- Checking in with downgraded plans and following up with cancelled accounts to re-engage and gather feedback
- Responding to support tickets from prospective and existing clients
- Continually honing your product knowledge to best respond to queries
- And most importantly, representing the Fathom brand and culture by going above and beyond to provide the highest quality customer service and care to our clients and partners
WHAT WE'RE LOOKING FOR:
- Candidates must have completed a Bachelor's degree (B.A. or B.S.) from an accredited college or university
- Technically proficient, and comfortable learning about new tech and software (proficiencies in using cloud accounting systems specifically a plus)
- Confident on the phone, with outstanding written and verbal communication
- Sympathetic, engaging, solutions-oriented, relationship builder
- Able to identify user needs and problem solve in ambiguous situations
- Genuinely excited to help users gain business insights and make better business decisions
- Eager to learn about the accounting and software markets, and takes initiative to grow industry relationships and knowledge
- Some experience in sales, customer success, and/or account management
- Some experience in finance and/or accounting
- No prior experience using Fathom is required - training will be provided
- Has an entrepreneurial mindset and is looking to grow their career within Fathom and the US accounting industry
WHAT YOU'RE ALL ABOUT:
- Passionate about building and maintaining long term customer relationships
- A self starter who takes pride in going above and beyond to get the job done
- A positive team player who enjoys wearing multiple hats
ABOUT FATHOM:
Founded in 2010, Fathom is a web-based (SaaS) reporting and analytics tool used by thousands of businesses and their advisers around the world. We are a progressive tech company, and our app is one of the top-rated reporting apps in both the Xero and Intuit ecosystems globally.
LOCATION:
This role will be based in our Seattle office. The role is available as a full-time position.
APPLY FOR THIS POSITION:
To apply for this position, please send your résumé and cover letter.