Technical Account Manager — Payroll & AI Solutions

The Wrap; New York (NY); Hybrid; USD 38,000 - 48,000; Full time

Benefits offered by this job

Benefits

Equity (RSUs)

Job summary

Gusto is seeking a Technical Account Manager to be the single point of contact for a portfolio of high-value customers. You will guide customers through new features, deliver proactive education, and partner cross-functionally to influence product decisions and roadmap.

You will model exceptional customer experience and leverage AI tools to improve research and communication while adhering to privacy and compliance standards.

Qualifications

• 6+ years of customer experience with 1+ years of full-time experience in Payroll
• Proven ability to proactively and reactively support customers, driving success and loyalty
• Ability to communicate complex subjects clearly, verbally and in writing

Responsibilities

• Own the customer journey, building trust with your book of business via inbound/outbound calls, email, and meetings
• Act as a dedicated advisor, maintaining primary contact for payroll and benefits inquiries
• Provide expert, consistent support and resolve issues to contain churn risk
• Proactively understand customer business, support model, and preferred connection style
• Collaborate with customers and cross-functionally to unblock friction and address needs

Skills

Payroll knowledge

Account management

Customer service

Communication

Salesforce

AI fluency

Tools

Zoom/Google Meet

Google Suite

Job description

Gusto is seeking a Technical Account Manager to be the single point of contact for a portfolio of high-value customers. You will guide customers through new features, deliver proactive education, and partner cross-functionally to influence product decisions and roadmap.

You will model exceptional customer experience and leverage AI tools to improve research and communication while adhering to privacy and compliance standards.