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Customer Success Specialist, CRB
2 months ago
Gusto is a contemporary, online platform designed to assist small enterprises in managing their workforce. Beyond comprehensive payroll services, Gusto provides health benefits, retirement plans, expert human resources, and team management solutions. Currently, Gusto operates in multiple locations and serves over 300,000 businesses across the nation.
Our mission is to foster an environment where work enhances life quality, starting right here at Gusto. We are dedicated to cultivating a collaborative and inclusive workplace, both in-person and virtually. Discover more about our Total Rewards philosophy.
About the Dedicated Customer Success Team
The Dedicated Customer Success team is committed to supporting our existing clients as their businesses evolve and their requirements shift. We achieve this by nurturing ongoing professional relationships and proactively reaching out to our clients during critical moments in their journey to promote feature utilization and extend customer loyalty and lifetime value with Gusto.
As a trusted advisor, you will guide our clients in maximizing their growth through effective use of the Gusto People Platform.
We are seeking a Dedicated Customer Success Manager to become an integral part of our Customer Success team at Gusto. Your role will focus on enhancing customer education and feature adoption, ensuring customer satisfaction, and boosting retention among our most significant and rapidly expanding clients. You will be part of a pioneering team that aims to establish a top-tier customer success framework for our highest-value customers.
Together, we will lead initiatives to enhance customer satisfaction, alleviate customer challenges, and create a seamless, integrated customer experience. Our customers' achievements are synonymous with Gusto's success.
Key Responsibilities:
- Manage a portfolio of Premium clients throughout their journey and during pivotal moments with Gusto.
- Proactively educate clients about features and applications to enhance product engagement and overall retention.
- Establish professional and psychological trust with our Premium clients through regular engagement and expertise in their business leveraging Gusto.
- Provide strategic and intentional recommendations to clients, aligning their business and workforce growth with our offerings.
- Utilize data to derive business insights, product feedback, and market research.
- Measure - we systematically gather, organize, and report insights to our cross-functional partners at Gusto.
- Assist clients in navigating Gusto's customer experience organization.
- Leverage your extensive knowledge of Gusto products and consultative selling skills to help clients adopt necessary features to meet their business needs.
- Collect and share insights from your interactions with cross-functional Gusto partners, aiding in product roadmap decisions.
- Act as the voice of the customer, fueling feedback to inform our sales strategies, product development, and enhance Gusto's offerings.
- 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.
- Passionate about empowering small business owners through empathetic and consultative interactions.
- Comfortable with uncertainty and open to experimentation as we develop this team.
- Exceptional communication skills with the ability to simplify complex topics like payroll and R&D tax credits.
- Analytical and strategic thinker capable of translating individual discussions into overarching themes and recommendations.
- Eager to acquire new skills to perform at your best.
- Proficient in Gusto tools and systems (SFDC, Panda, GSuite).
- Resilience is highly valued.
- Strong to advanced consultative selling skills.
- Comfortable with data analysis and storytelling.
