Technical Customer Account Manager

As a Technical Customer Account Manager at Gusto, your key responsibilities include acting as the main point of contact for customer inquiries, providing expert guidance on payroll and benefits, and proactively educating customers about new product features. You'll build strong relationships with your assigned clients, address their needs, mitigate churn risk, and ensure a smooth, enjoyable experience with Gusto's offerings.

To qualify for the Technical Customer Account Manager role at Gusto, candidates should have at least 6 years of customer experience, including 2 years specifically in payroll, and 2 years in account management. Strong communication skills, problem-solving capabilities, and familiarity with tools such as Salesforce and Google Suite are highly desirable to succeed in this position.

Gusto provides comprehensive onsite training for new Technical Customer Account Managers, which takes place from May 19th to July 18th. This training helps you master Gusto's core products, develop strong relationships with customers, and enhance your professional skills before transitioning into a remote working environment.

Gusto is committed to fostering career growth and development for Technical Customer Account Managers by providing regular training, access to mentorship opportunities, and a supportive environment where innovative ideas are encouraged. Gusto values its employees and believes in empowering them to succeed and advance in their careers.

At Gusto, the work environment for a Technical Customer Account Manager is collaborative, inclusive, and dynamic. You'll be part of a passionate team dedicated to delivering exceptional customer experiences. The company values creativity and critical thinking, allowing team members to thrive while they support small businesses across the country.

In your response, focus on specific instances where you've successfully managed customer relationships in payroll, highlighting your ability to resolve issues, educate clients, and adapt your approach based on their needs. Mention key tools or strategies you used to ensure customer satisfaction.

Discuss techniques you employ to establish trust and open communication with clients, such as engaging in active listening, understanding their pain points, and consistently checking in with them. Provide examples that demonstrate your ability to foster long-term partnerships.

Share specific strategies you implement to identify early warning signs of customer churn and how you proactively address their concerns. Highlight your strong product knowledge and your approach to creating tailored solutions that help retain clients.

Provide examples illustrating how you navigate challenging conversations with clients by remaining calm, listening actively to their concerns, and offering clear, effective solutions. Emphasize your problem-solving skills and your ability to maintain composure under pressure.

Share a specific example that outlines the steps you took to explain the new feature, making sure to highlight any creative techniques or resources used to enhance their understanding. Discuss the positive feedback or results that followed due to your efforts.

Explain how you collaborate with internal teams and utilize their expertise to provide comprehensive support to your clients. Highlight instances where teamwork drove successful outcomes and boosted customer satisfaction.

Detail a specific case in which you identified the root issue of a customer's problem and provided an effective solution. Discuss the steps you took, how you communicated with the customer, and the ways you ensured they were satisfied with the resolution.

Summarize your experience with various tools like Salesforce, Zoom, Google Suite, and any payroll management systems. Explain how you effectively used these tools to enhance customer relationships and streamline your workflow.

Discuss your approach to managing multiple customer requests, including how you assess urgency and importance. Provide insights into any techniques or systems you use to ensure efficient responsiveness and customer care.

Articulate your passion for helping small businesses, your admiration for Gusto's mission, and how your skills align with the company's values. Share your excitement about being part of a collaborative team that positively impacts the lives of employees and businesses alike.