Embedded CX Enablement Lead

 

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy. 

About the Role:

You will be responsible for hands-on work with our Gusto Embedded Payroll Partners as they prepare to launch their payroll customer support function. This includes leading partner-facing project management, creating new programs and policies, planning and executing payroll training, and other special projects for CX performance or team operational improvements. 

About the Team:

Gusto Embedded Payroll is our newest business unit, driving the next arc of innovation and growth for Gusto. Our mission is to enable any third party SMB platform to build, sell, and serve payroll, however, they wish. Our API offering allows other companies to offer payroll services to their customers inside their app or service. By creating a more seamless payroll experience for SMBs, we will bring Gusto’s platform to hundreds of thousands more businesses than those we serve directly.

Here’s what you’ll do day-to-day:

• Operate: Drive Partner CX operational meetings during key implementation and onboarding phases, and continuing to liaise with them after go-live
• Develop: Build Partner toolkits and playbooks to ensure their continued success with embedded payroll
• Facilitate: Ensure successful Partner adoption of both basic payroll concepts and the CX systems in use to serve their end-users via facilitating in a live training environment
• Iterate: Continuously look for opportunities for improvements to our CX support structure & design

Here’s what we're looking for:

• Four plus years of leading teams in a customer or partner-facing support function in a SaaS environment
• Strong core payroll expertise – tax agency and filing knowledge is a plus but not a requirement
• Demonstrable experience with project and/or program management
• Fluency in CRM and task management systems (e.g. Salesforce Lightning, NICEone, JIRA)
• Comfortable navigating complex customer needs, serving as an active stakeholder in identifying the root cause of an issue and seeking out a path to resolution; previous experience working directly with Gusto Accounting Partners is a plus but not required 
• Excellent communication skills both verbally and written 
• Sense of ownership and comfort with ambiguity—we are building something new which is an opportunity to contribute but also may mean we don’t have all the answers yet!
• Eager to learn from our early adopters, excited by the combination of going deep with our individual partners, while looking for opportunities to build for scale
• Previous experience supporting SMB or enterprise-level customers with SaaS
• Recreational interest in integrations/APIs or technical engineering, at minimum an eagerness to learn API basics and how Partners integrate with Gusto 

Our cash compensation range for this role is targeted at $117,000 - $145,000 in Denver and most remote locations. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. 

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.