Job Description

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 300,000 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 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 Customer Account Manager team is a segment of our Care team, dedicated to building and expanding relationships with our customers. This team manages an assigned book of customers, serving as product experts, providing trusted service and valued insights.

Here’s what you’ll do day-to-day:

• Own the customer journey by building trust, rapport, and partnership with your book of business.
• Build and maintain relationships built on trust and collaboration with admins to better understand and anticipate their needs
• Provide passionate, opinionated, consistent, expert, reliable support as a dedicated point of contact. 
• Partner with your customers and cross-functionally to unblock points of friction and proactively address potential concerns, along with building an understanding of individual team needs and processes. 
• Ability to 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. 
• Advocate for our customers and product through strong awareness of our offerings and customer priorities.
• Display strong product knowledge, including deep understanding of the competitive landscape to protect against customer churn.
• Use your expertise to plan and build solutions for your customers to drive adoption, retention, and satisfaction. 
• Becomes a strategic player to promote customer satisfaction and client retention.

Here’s what we're looking for:

• Preferred 6+ years of full-time experience in a customer service role, either technical account management or consultative customer service 
• 1+ years of full-time experience in Payroll or Benefits 
• Proven track of customer-facing skills that include proactive and reactive support of customers that drive their success and happiness. 
• Preferred experience with the following technologies: Salesforce, Zoom, Google Suite, Google Calendar, Gmail, Chili Piper.
• Strength in providing effective, expert, and creative resolutions for customers with minimal support.
• Ability to synthesize and communicate complex subjects and creative solutions effectively, verbally and in writing, with both customers and internal partners.
• Ability to prioritize and execute multiple high-priority resolutions. 
• Eagerness in building relationships and collaborating with peers, internal teams, and customers. 
• Strong awareness and pride in their product to act as the advocate.
• Great rapport-building skills to create trust in the solution you provide on behalf of the entire Gusto team.
• Exceeds expectations with goals, deadlines, and commitments, both set by you and the organization. 
• Eagerness to understand and build resolutions for our customers based on their unique needs.

Our cash compensation amount for this role is targeted at $29.81 - $33.65/hr in Las Vegas, Denver, and Orlando and $27.88 - $31.25/hr in Phoenix. 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. If you require assistance in filling out a Gusto job application, please reach out to candidate-accommodations@gusto.com.

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