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Premium Account Success Manager, CRB
2 months ago
The Client Success team is dedicated to assisting our existing clients as their businesses evolve and their requirements shift.
We achieve this by fostering a continuous professional relationship and proactively reaching out to our clients during crucial moments in their journey to enhance feature adoption and extend customer loyalty and lifetime value with Gusto.
Similar to a dedicated business advisor, you will serve as the primary consultant for our clients, guiding them to achieve sustained growth through optimal use of the Gusto People Platform.
Your role will involve driving customer education and feature utilization, ensuring customer satisfaction, and boosting retention among our most significant and rapidly expanding clients.
You will be part of our foundational team that aims to develop a top-tier customer success framework for our highest-value clients.
Together, we will lead the charge in enhancing customer satisfaction, alleviating customer challenges, and crafting a comprehensive, integrated customer experience.
Your Daily Responsibilities:
Oversee a portfolio of premium clients throughout their lifecycle and during critical interactions with Gusto.
Proactively educate and introduce features and applications to clients to enhance product usage and overall engagement.
Establish professional and psychological trust with our premium clients by maintaining regular communication and demonstrating expertise about their business leveraging Gusto.
Take initiative to provide strategic and intentional recommendations to our clients, aligning their business and workforce growth with our capabilities.
Assist clients in navigating Gusto's customer experience organization.
Leverage your extensive knowledge of Gusto's products and Sandler Selling techniques to support our current clients in adopting the features necessary for their business needs.
Act as the voice of the customer, fueling the feedback mechanism to guide our sales strategies, product development, and help shape Gusto into the ideal solution for our clients.
Qualifications We Seek:
2-4 years of experience in high-volume customer-facing roles (Customer Care, Customer Success, Account Management, Sales Development), preferably within the technology sector and/or cannabis industry.
Comfortable with uncertainty and a willingness to experiment as we continue to build this team.
Outstanding communication skills with the ability to simplify complex topics such as payroll and R&D tax credits.
Motivated by acquiring new skills to excel in your role.
Proficient in Gusto tools and systems (SFDC, Panda, GSuite).
Resilience is highly valued.
Strong to advanced Sandler skills.
Comfortable with data analysis and storytelling through data.
Compensation for this role is competitive and varies based on multiple factors, including candidate experience and expertise.
