Leadership, Customer Account Management

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:
Gusto is seeking a Technical Account Management Leader to join our growing Premier Care Service team. You will be an integral part of the team with a high level of responsibility and room for growth. The ideal candidate will lead their team to increase customer happiness, coach and mentor team members, and help to grow a scaling company.
About the Team:
Our team is passionate about supporting growing business owners by acting as their trusted advisors and is responsible for acting as their advocate to provide a world-class customer experience.
Here's what you'll do day-to-day:

• Lead a Technical Account Management Team of 10-12 passionate individuals with a focus on development, account management, and customer retention.
• Create an environment of continuous development and improvement through mentoring, coaching, and feedback, and developing these skills with team members
• Understand and communicate the company initiatives, OKRs, and metrics used to measure growth and performance in customer support
• Empower a team to use scalable systems and metrics to monitor and improve the Internal (Vendors and Gusties) and External (Employers) customer experience
• Build a strong culture of collaboration with our product team to prioritize the most impactful product enhancements and reduce inbound inquiries
• Identify, create, coach, and sustain quality assurance expectations for serving and retaining customers
• Lead the team through proactive outreach to mitigate inbound inquiries and drive customer retention.
• Use data to shed light on how we can improve our tools and processes and develop these skills with the team
• Partner with Customer Success to define and build partnerships for customers to retain through effective utilization

Here's what we're looking for:

• Minimum of 3 years experience leading teams of high performing individual contributors
• Background in payroll required
• Background in benefits/ health insurance preferred
• Experience with Gusto platform preferred
• Deep understanding of customer satisfaction indicators and best practices
• Expertise in identifying, analyzing, and implementing behaviors that build customer loyalty
• Demonstrated success in continuous process improvement.
• A love for creative problem-solving to dissolve roadblocks.
• Experience using data to build new processes and improve existing ones
• Ability to hire, coach, and retain top talent in a highly complex and regulated support experience
• Bachelor's degree preferred but not required.

Our cash compensation amount for this role is $86,000 to $113,000/yearly in Denver, Orlando, and Las Vegas. 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 [email protected].