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.