About the position
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. 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.
Responsibilities
- 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 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.
- 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.
Requirements
- 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.
- Eager to think creatively, pivot quickly, and work strategically in ambiguous situations to deliver customer-centric solutions.
Nice-to-haves
- Experience with Salesforce, Zoom, Google Suite, Google Calendar, Gmail, and Chili Piper preferred.
