Premier Care Customer Account Manager - Payroll and Benefits

About the Role:

Please note that there will be an onsite training requirement from July 8th - August 27th for this role before moving to a fully remote position (Las Vegas), and a hybrid role in Denver.

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 and Denver. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.