Thumbtack 101
Success Basics
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100

What year was Thumbtack founded?

2008

100

Explain the value of a success manager in 30 seconds or less.

A Thumbtack Success Manager is a strategic partner that aims to help you grow and scale your business through the use of the Thumbtack product. 

100

How do you access Admin from Tack?

Demonstrate

Go into Contact and click on "Log in as User" or "View User"

100

Where can this pro find their Thumbtack balance?

karali@hammerandstrings.com


Click on the pro's picture on the top right corner

Select Payments

The balance should show there

100

If you need help with MixMax set up, which manager has access?

Jared McDonald

200

Who is the CEO of Thumbtack?

Marco Zappacosta

200

Where do you go in Tack to find the onboarding handoff notes?

On the Action Plan under action items their is a note section names "handoff notes" 

200

What is the difference between the GAP and AP?

GAP is used to capture high level account information and overall strategy. 

AP is what we primarily work out of. It captures our goals, milestones and open tasks. 

200

What are the TWO main benefits of price assurance? (Hint: find best Guru card) 


  • Unread Refund: A customer reaches out who exactly matches your preferences. You respond within 4 hours Business hours (between 8am - 8pm local time). But if the customer doesn’t even look at your message within 48 hours, you never really had a shot at the job. So we’ll automatically refund you the price of that lead.  
  • Shop Around Savings: Say a customer comes to Thumbtack and exactly matches your preferences but still contacts multiple pros for the same job. We don’t think you should have to pay pay full price. The more pros a customer contacts for the same job, the lower the price for everyone.  
200

How many plays does Success have and what are they?

6

Value Prop

Targeting Preferences 

Rank Better

Conversation Conversion 

Expansion 

QBR

300

What services is this pro, Said Sadeghi (50625900), currently signed up for?

Home Remodeling

Login as the pro and click "Services" 

300

Success is part of which broader department at Thumbtack?

GTM 

300

What three components make up the Pro Health Score?

Engagement, Revenue, Quality

300

Explain the difference between the 2 different types of direct leads.


Opt-in: A lead that does not match the pros targeting preferences and they'll be able to accept or decline

Exact match: auto charged lead because it matches the pros preferences exactly

300

Name 3 items we look for or recommend to rank better for our pros.

Profile Completeness

Background Check 

Business Verification 

Top Pro Qualified 

Media 

Unverified Reviews

Verified Reviews 


GURU CARD: https://app.getguru.com/card/i5nGB6pT/Profile-Importance

400

What factors into the cost of a lead?

Type of job

Size of job

Number of pros available 

400

What is one easy way to keep track of product feedback that needs to be submitted?

Make sure to call out "product feedback" during your call and then set up a filter in Gong to search for product feedback. This will allow you to search calls and submit the feedback following the call. 

400

Which resource will show you your engagement (attempt % and engagement %) metrics across your Book of Business?

Tableau - Portfolio At a Glance 

400

What does a pro need in order to qualify to be a Top Pro?

Average star rating (of verified reviews): 4.8

# of verified reviews: 5

75% of first-time contacts responded to within 4 business hours

Complete and pass a background check

400

Every other week, we host a company meeting - what is the name of this meeting?

All Thumbs

500

What are the 5 ranking factors?

1. Profile completeness

2. Targeting preferences

3. Reviews

4. Posting pricing

5. Response time & Rate

500

Please demonstrate how to make a phone call from the Action Plan. You can use Jared McDonald as the contact. 

GURU card process: 

https://app.getguru.com/card/cL6A7Gyi/Initiate-a-Call-

500

Name 3 "My Pro Alerts" you could potentially see on your Success App home page. 

  • Weekly Alerts
    • Budget Decrease
      • Triggered if a pro reduces their budget by 20%+ compared to last week.
      • Triggered if a pro changes a budget off of unlimited.
      • Triggered if a pro is in a contract that dictates a minimum monthly spend and the their budget is under that amount.
  • Daily Alerts
    • Percentage Point Targeting Decrease
      • Triggered if the amount of targeted contacts a pro received in the last 14 days is 20%+ less than the amount received in the previous 14 days (15-28 days ago). Note: this alert is throttled to only trigger one time per week for any individual pro.
    • Deleted Service
      • Triggered each time a pro deletes a service.
    • Deleted Pro User
      • Triggered each time a pro deletes their user.
  • On-the-fly, as we find out about them:
    • Bad Review
      • Triggered if a pro received a 1 star or 2 star review from a customer
    • MTS Incident created
      • Triggered when an MTS incident is created
    • Fake Review submitted
      • Triggered if MTS has determined the pro submitted a fabricated review on their own account (multiple offenses will lead to the pro being blacklisted)
    • Competitor Contact Abuse
      • Triggered if MTS has determined the pro submitted a customer request for the same category where they have an active service (multiple offenses will lead to the pro being blacklisted)
    • Pro Sentiment LTC received
      • Triggered when a new LTC survey is received
500

Where can pros update the pricing for their services?


Go to Services

Click on the service they want to update

Click on Prices

Verify if pricing is "Live or Hidden" [Banner at the top]

500

Who are the managers in the success department?


BONUS: The 2 onboarding managers 

Bryan Durrant

Jared McDonald 

Brooke Brown 

Jeanne Doty

Anna Kelley 

Clare Peterson 


BONUS: Dan Roby, Dong Le

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