Technical Account Manager
Core
Act as a dedicated advisor and single point of contact for high-value small business customers, providing expert support for payroll and benefits while driving retention and partnership.
Role type
Senior Technical Account Manager (Payroll & Benefits)
Builds
Trusted advisor relationships and customer success for Gusto's core payroll and benefits products
Domain
SaaS / HR Tech / Payroll
Deliverable
client delivery
Required skills
Payroll domain expertise, Account management, Churn risk identification, Cross-functional partnership, Complex problem solving, Salesforce proficiency, AI tool fluency
Preferred skills
Experience in small business sector, Creative strategic thinking, Data privacy compliance
Technologies
Salesforce, Zoom, Google Suite, Google Calendar, Gmail
Responsibilities
Own the customer journey via phone, email, and video interactions; Proactively identify and mitigate churn risks; Partner cross-functionally to unblock customer friction; Provide expert guidance on payroll and benefits inquiries; Leverage AI tools to accelerate research and communication while maintaining compliance.
Seniority
Senior, hands-on IC