TL;DR
Technical Account Manager (Payroll): Managing and supporting a book of high-value customers with a focus on payroll and benefits inquiries, leveraging AI-assisted tools to enhance communication and efficiency. Focus on building trust, mitigating churn risk, and creatively solving customer problems while ensuring compliance and data privacy.
Location: Chicago, IL with hybrid work requiring 2-3 days per week in office
Salary: $29.56/hr to $35.58/hr
Company
Gusto supports small businesses with payroll, health insurance, 401(k)s, and HR services, operating offices in Denver, San Francisco, and New York.
What you will do
- Own the customer journey through inbound and outbound communications via phone, email, and Zoom.
- Act as a dedicated advisor for payroll and benefits support, building trust and partnership.
- Leverage AI tools to accelerate research and communication while maintaining accuracy and compliance.
- Identify and mitigate churn risk by providing expert guidance and proactive solutions.
- Collaborate cross-functionally to address customer needs and unblock friction points.
- Use product knowledge to drive adoption and customer satisfaction.
Requirements
- Location: Must be based in Chicago, IL or nearby to support hybrid work model
- 6+ years customer experience with 1+ year in payroll and 2+ years in account management.
- Demonstrated fluency in AI-assisted tools for customer communication and research.
- Strong communication skills to clearly convey complex information.
- Experience with Salesforce, Zoom, Google Suite, Gmail, and Chili Piper.
- Proven ability to manage multiple priorities and build strong customer relationships.
Culture & Benefits
- Hybrid work with office presence 2-3 days per week in Chicago or other office locations.
- Supportive and inclusive workplace valuing diversity and equal opportunity.
- Focus on employee well-being and accommodations for disabilities and religious needs.
- Commitment to data privacy and security in all processes.