Client Relations Manager

$92,000 - $113,000/Yr

Gusto - Denver, CO

Full-time - Mid Level

Denver, CO

10,001+ employees

Professional, Scientific, and Technical Services

About the position

Gusto is looking for a fearless customer advocate to join the Client Relations team, focusing on managing multiple programs related to executive and social concerns. The role involves proactive outreach to understand and resolve customer pain points before they escalate, empowering a team of Client Relations Specialists and Program Managers. The position requires oversight of various programs, reporting on metrics, and developing career paths for team members, all while ensuring alignment with the overarching goals of customer retention and satisfaction.

Responsibilities

• Foster a culture of engagement and excitement to achieve customer-driven results.
• Empower a team of Client Relations specialists and program managers to retain Gusto clients and find solutions for escalated customers.
• Drive responsibility for the execution of quarterly and annual objectives.
• Lead change management in planning and facilitating organization-wide improvement to the customer experience.
• Partner cross-functionally to unblock points of friction and proactively address potential concerns.
• Define the program objectives, scope, and success criteria with the head of client relations.
• Work closely to ensure the program's alignment with the overall CX strategy.
• Perform duties in a fast-paced environment while quickly adapting to resolve customer issues across multiple support channels.
• Solicit regular customer feedback to lead continuous process improvements to the customer experience.
• Provide regular program updates and reports to senior management and stakeholders.
• Develop and maintain strong collaborative relationships with internal departments.

Requirements

• 3+ years of leadership experience, preferably empowering high-performance teams.
• 3 - 6 years minimum of escalations management experience in CX and technology, preferably in executive and social media.
• Experience collaborating with product teams to deliver customer insights and advocate for customer interests.
• Project management experience in implementing new ideas and assessing results.
• Strong ability to build reports based on data insights.
• Experience in conducting root cause analysis and postmortem evaluations.
• Proven track record of delivering high customer satisfaction while driving operational efficiencies.
• Effective written and verbal communication skills.

Nice-to-haves

• Experience in roles that require clear and concise communication, such as specialist or team lead.
• Demonstrated adaptability and willingness to learn in a dynamic environment.
• Tech-savvy with knowledge of GSuite, Salesforce, JIRA, and Slack.

Benefits

• Competitive salary range of $92,000 to $113,000 per year based on location and experience.