Premier Care Customer Account Manager - Payroll and Benefits

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:

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 …