Client Relations Manager

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:

Gusto is seeking a fearless customer advocate to join our Client Relations team. You will manage multiple programs, including our executive and social concerns, and the proactive outreach that our Client Relations program managers conduct. Through all of this work, you will meet Gustomers in their most critical moments. Through our outbound programs, we seek to understand customer pain before it reaches an escalation point. Through our Client Relations team, we work quickly to resolve customer pain efficiently. Your team works on many programs to identify, rectify, and prevent customer pain. 

As a People Empowerer in Client Relations, your role will involve empowering a team of Client Relations Specialists and Program Managers. You will have oversight of Executive and Social Media concerns, including reporting on metrics and trends from those programs, ownership of OKRs, and development of Gustie career paths. You will develop your team to best hear feedback, then answer questions, find solutions, and navigate Gustomers to the best possible outcome for their businesses. But you will also be building an emerging program that will help retain customers and earn customer love. You will make sure that your daily activities are in line with the program's overarching goals.

About the Team:

This role is part of our Client Relations and Retention team, within our Customer Care organization. Our Customer Care organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the country.

Here’s what you’ll do day-to-day:

• Foster a culture of engagement and excitement to achieve customer-driven results, where Gusties feel empowered to put customers first and develop their careers within the organization.
• Empower a team of Client Relations specialists and program managers to retain Gusto clients and find solutions for escalated customers.
• Drive responsibility for the execution of quarterly and annual objectives
• Lead change management in planning and facilitating organization-wide improvement to the customer experience.
• Partner cross-functionally to unblock points of friction and proactively address potential concerns, as well as build an understanding of individual team needs and processes. 
• Define the program objectives, scope, and success criteria with the head of client relations. Work closely together to ensure the program's alignment with the overall CX strategy.
• Perform your duties in a fast-paced environment while quickly adapting to resolve customer issues across multiple support channels. This is an ever-growing, ever-changing role and team, so an ability to think creatively, pivot quickly, live in ambiguity, and collaborate strategically is crucial. 
• Solicit regular customer feedback to lead continuous process improvements to the customer experience.
• Learn from, strategize with, and collaborate with other teams, such as Customer Success and CXDI, as you assist in building the framework for this newly emerging support team.
• Provide regular program updates and reports to senior management and stakeholders.
• Develop and maintain strong collaborative relationships with internal departments to maintain excellent lines of communication and share resources to meet business objectives.

Here’s what we're looking for:

• 3+ years of leadership experience, preference for experience empowering high-performance teams 
• 3 - 6 years minimum of escalations management experience in CX and technology, preferably in executive and social media
• Experience collaborating with product teams to deliver customer insights, ensuring that client issues and concerns are communicated to the appropriate levels of leadership while advocating for customer interests.
• Project management experience i