About Gusto
Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 400,000 businesses nationwide.Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually.
Learn more about our Total Rewards philosophy.
About the Role:
As a Technical Customer Account Manager, you will act as the single point of contact for all support inquiries, enhancing their user experience and serving as a subject matter expert for Gusto’s core products. You will guide customers through our newest product features, provide proactive customer education and support, partner cross-functionally, move quickly to strategize and creatively solve problems, act as their advocate internally to influence our product decisions and roadmap, and holistically support the customer/Gusto partnership.
You’ll address and solve real problems and deliver an exceptional customer experience to some of our most valued companies to build trust and loyalty to Gusto for the book of business.
About the Team:
The Technical Account Manager team is a segment of our Customer Care team dedicated to building and expanding relationships with our high-value customers. The team manages an assigned book of customers (~150 customers), serving as product experts, and providing trusted and efficient service.This role is part of our Customer Care organization, which is the cornerstone of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers.
We strive to positively influence millions of businesses and hundreds of millions of employees across the country.
Here’s what you’ll do day-to-day:
- Own the customer journey by building trust, rapport, and partnership with your book of business throughinbound and outbound phone, email, and Zoom interactions.
- Act as a dedicated advisor, building trust in the support you provide to contain most customer interactions from your dedicated customers.
- Provide passionate, opinionated, consistent, expert, reliable support as a dedicated point of contact for payroll and benefits inquiries.
- Proactively connect with customers to build a deep understanding of their business, your support model, and their preferred connection style.
- Identify churn risk and quickly act to deliver solutions to mitigate the risk of churn, using your product knowledge and unique understanding of each individual customer.
- Build and maintain relationships built on trust and collaboration with admins to better understand and anticipate their needs.
- Partner with your customers and cross-functionally to unblock points of friction, proactively address potential concerns, and build an understanding of individual team needs and processes.
- Think creatively, pivot quickly, live in ambiguity, and collaborate strategically. You will be required to expand your critical thinking skills and creatively problem-solve across all areas of the business, with an understanding of a variety of stakeholders and needs.
- Display strong product knowledge, including a deep understanding of the competitive landscape to protect against customer churn.
- Use your expertise to plan and build solutions for your customers to drive product adoption, and satisfaction, including consulting on products and service solutions.
- Become a strategic player to promote customer satisfaction and client retention.
Here’s what we're looking for:
- 6+ years of customer experience with 2+ years of full-time experience in Payroll, and 2+ years of account management experience
- Proven ability to proactively and reactively support customers, driving their success, happiness, and loyalty through expert guidance and creative problem-solving.
- Ability to synthesize and communicate complex subjects clearly and effectively, both verbally and in writing, with customers and internal partners.
- Experience with Salesforce, Zoom, Google Suite, Google Calendar, Gmail, and Chili Piper preferred
- Excels in balancing inbound calls, scheduled meetings, and email inquiries while managing and prioritizing multiple high-priority resolutions effectively.
- Strength in providing effective, expert, and creative resolutions for customers with minimal support, demonstrating agility and critical thinking.
- Strong rapport-building skills to foster trust, collaboration, and loyalty with customers, peers, and internal teams.
- Ownership in churn identification and mitigation with confidence in navigating retention-focused discussions with customers.
- Deep payroll knowledge, pride, and awareness to act as an advocate for the solution you provide, understanding customer needs and promoting satisfaction.
- Exceeds expectations with goals, deadlines, and commitments set by both yourself and the organization.
- Eager to think creatively, pivot quickly, and work strategically in ambiguous situations to deliver customer-centric solutions.
Our cash compensation amount for this role is targeted at $27.88 - $31.25/hr in Phoenix, and $29.81 - $33.65/hr in Chicago. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role).
The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger.
If you share our values and our enthusiasm for small businesses, you will find a home at Gusto. Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.
Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.Gusto takes security and protection of your personal information very seriously.
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