{"id":951841,"url":"https://alion.io/job/gusto-technical-account-manager-3","title":"Premier Account Partner","company":{"id":783,"name":"Gusto","domain":"gusto.com","url":"https://alion.io/company/gusto","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":82,"open_postings":21,"ghost_share":0.048,"stale_share":0.571,"repost_share":0.048,"time_to_fill_p50_days":47,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Finance","role_family":"Finance","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Scottsdale, United States","Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":29,"max":35,"currency":"USD","period":"hour","gross":null,"usd_annual":70000},"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Gmail","optional":false},{"name":"Google Calendar","optional":false}],"status":"live","first_seen_at":"2026-09-15T21:58:37Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-11-03T10:05:35Z","board_verified":true,"closed_at":null,"days_open":48,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":48},"description":"About Gusto\nAt Gusto, we're on a mission to grow the small business economy. We handle the hard stuff - payroll, health insurance, 401(k)s, and HR - so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.\nAll full-time employees receive competitive base pay, benefits, and equity (RSUs) - because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about ourTotal Rewards philosophy.\nAI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.\nAbout the Role:\nAs a Premier Account Partner, you will act as the single point of contact for all support inquiries, enhancing their user experience and serving as a subject matter expert for Gusto’s core products. You will guide customers through our newest product features, provide proactive customer education and support, partner cross-functionally, move quickly to strategize and creatively solve problems, act as their advocate internally to influence our product decisions and roadmap, and holistically support the customer/Gusto partnership. You’ll address and solve real problems and deliver an exceptional customer experience to some of our most valued companies to build trust and loyalty to Gusto for the book of business. \nThis role requires leveraging AI-assisted tools to accelerate research and communication by demonstrating fluency in delegating repetitive work, crafting structured prompts, and critically reviewing outputs for accuracy, tone, and empathy, all while consistently applying compliance and data-privacy guardrails, delivering measurable efficiency gains, and exercising sound judgment on when to avoid AI or escalate edge cases.\nAbout the Team:\nThe Premier Account Partner team is a segment of our Care team dedicated to building and expanding relationships with our high-value customers. The team manages an assigned book of customer accounts, serving as product experts, and providing trusted and efficient service.\nHere’s what you’ll do day-to-day:\nOwn the customer journey by building trust, rapport, and partnership with your book of business throughinbound and outbound phone, email, and Google Meet interactions.\nAct as a dedicated advisor, building trust in the support you provide to contain most customer interactions from your dedicated customers.\nProvide passionate, opinionated, consistent, expert, reliable support as a dedicated point of contact for payroll and benefits inquiries. \nProactively connect with customers to build a deep understanding of their business, your support model, and their preferred connection style.\nIdentify churn risk and quickly act to deliver solutions to mitigate the risk of churn, using your product knowledge and unique understanding of each individual customer.\nPartner with your customers and cross-functionally to unblock points of friction, proactively address potential concerns, and build an understanding of individual team needs and processes. \nThink creatively, pivot quickly, live in ambiguity, and collaborate strategically. You will be required to expand your critical thinking skills and creatively problem-solve across all areas of the business, with an understanding of a variety of stakeholders and needs. \nDisplay strong product knowledge, including a deep understanding of the competitive landscape to protect against customer churn.\nLeverage AI-assisted tools to accelerate research and communication while upholding accuracy, compliance, and Gusto’s voice.\nHere’s what we're looking for:\n6+ years of customer experience with 1+ years of full-time experience in Payroll, and 2+ years of account management.\nProven ability to proactively and reactively support customers, driving their success, happiness, and loyalty through expert guidance and creative problem-solving.\nAbility to synthesize and communicate complex subjects clearly and effectively, both verbally and in writing, with customers and internal partners.\nExperience with Salesforce, Zoom/Google Meets, Google Suite, Google Calendar, Gmail, and scheduling tools.\nExcels in balancing inbound calls, scheduled meetings, and email inquiries while managing and prioritizing multiple high-priority resolutions effectively.\nStrength in providing effective, expert, and creative resolutions for customers with minimal support, demonstrating agility and critical thinking.\nOwnership in churn identification and mitigation with confidence in navigating retention-focused discussions with customers.\nDeep payroll knowledge, pride, and awareness to act as an advocate for the solution you provide, understanding customer needs and promoting satisfaction.\nExceeds expectations with goals, deadlines, and commitments set by both yourself and the organization.\nEager to think creatively, pivot quickly, and work strategically in ambiguous situations to deliver customer-centric solutions.\nDemonstrated AI fluency in a customer-facing role: routinely delegates repetitive work to AI (drafting emails, summarizing case histories, compiling call notes), crafts structured prompts with clear context and constraints, and critically reviews outputs for accuracy, bias, tone, and customer empathy-while consistently applying data-privacy and compliance guardrails.\nOur cash compensation range for this role is $29.65/hr to $35.58/hr in Atlanta and $27.65/hr to $33.18/hr in Phoenix. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.\nAt Gusto, we don't use titles the traditional way, as a signal of rank or hierarchy. Instead, our titles describe two things at once - your craft (what you do, e.g. Engineering, Design) and your scope of ownership (what you're accountable for) - which is why you'll see something like \"Head of X\" instead of a rank word like \"Director\" that tells you neither. Because of this, the title on this posting may look different from what you'd expect based on the scope and seniority of the role, and from how similar roles are typically titled elsewhere. If you have questions about how this role compares to your current title or level, your recruiter can help translate.\nGusto 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.\nNote: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. \nWhen approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.\nReliable, consistent presence: We expect regular and predictable attendance, whether you're working in-office, hybrid, or fully remote, so that you stay closely connected to your team, customers, and stakeholders in real time and ensure colleagues and customers receive the timely support and responsiveness they deserve.\nOur 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. \nGusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.\nGusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.\nPersonal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.","description_format":"text","description_chars":9061,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Health insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Payroll Services","HR & Payroll Software"],"lifecycle":[{"event":"open","at":"2026-09-16T01:25:17Z"},{"event":"close","at":"2026-10-06T19:47:41Z"},{"event":"reopen","at":"2026-10-22T00:14:30Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 56 · green card filings: 7","filings_12m":56,"filings_prev_12m":53,"green_card_filings_12m":7,"median_offered_wage_usd":203532,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":32,"band":"fade","label":"Fading","p_open":1,"p_active":0.583,"p_room":0.55,"age_days":48,"expected_fill_days":47,"reasons":["conf:0","stale_co","velocity","win:tail"],"computed_at":"2026-11-03T05:54:40Z"},"pay":{"stated_usd_annual":70000,"is_top_pay":false},"html_url":"https://alion.io/job/gusto-technical-account-manager-3","json_url":"https://alion.io/job/gusto-technical-account-manager-3.json","meta":{"generated_at":"2026-11-03T12:46:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17672,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":783},"rest":"https://alion.io/mcp/rest/get_company?id=783"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgusto-technical-account-manager-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgusto-technical-account-manager-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgusto-technical-account-manager-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/gusto-technical-account-manager-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgusto-technical-account-manager-3"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":951841}},{"tool":"search_jobs","arguments":{"company":"gusto.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":951841},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}