Technical Customer Account Manager
Technical Customer Account Manager
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Job Description
About Gusto
Gusto is a modern online people platform that helps small businesses take care of their teams. On top of fullservice 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 400000 businesses nationwide.
Our mission is to create a world where work empowers a better life and it starts right here at Gusto. Thats why were 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 inbound and outbound phone email and Zoom support inquiries enhancing their user experience and serving as a subject matter expert for Gustos core products. You will guide customers through our newest product features provide proactive customer education and support partner crossfunctionally 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. Youll 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.
At Gusto we pride ourselves on providing exceptional service to our customers. To achieve this we require all team members to be flexible with their schedules to meet the varying needs of our clients. This may involve working overtime weekends or adjusting shifts as necessary.
Please note that there will be an onsite training requirement from May 19th to July 18th for this role before moving to a remote position. There is also a requirement to be present onsite for training during employment in this role.
About the Team:
The Technical Account Manager team is a segment of our Customer Care team dedicated to building and expanding relationships with our highvalue customers. The team manages an assigned book of business 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 worldclass experience. With their passion insight and customer advocacy the CX team has helped Gusto maintain industryleading NPS scores while serving over 300000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the country.
Heres what youll do daytoday:
- Own the customer journey by building trust rapport and partnership with your book of business through inbound 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 crossfunctionally 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 problemsolve 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.
Heres what were looking for:
- 6 years of customer experience with 2 years of fulltime 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 problemsolving.
- 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 highpriority resolutions effectively.
- Strength in providing effective expert and creative resolutions for customers with minimal support demonstrating agility and critical thinking.
- Strong rapportbuilding skills to foster trust collaboration and loyalty with customers peers and internal teams.
- Ownership in churn identification and mitigation with confidence in navigating retentionfocused 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 customercentric 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 23 days per week (or more depending on role). The same office expectations apply to all Symmetry roles Gustos 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 its 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. Please review our Fraudulent Activity Disclaimer.
Required Experience:
Manager
Employment Type
Hourly
