Embedded CX Enablement Lead
Posted on 3/19/2024
INACTIVE
Gusto

1,001-5,000 employees

Cloud-based payroll, benefits, and human resource management solution
Company Overview
Gusto's mission is to help companies put people first. The company operates an online payroll, health benefits, and workers' compensation platform.
Data & Analytics

Company Stage

Series E

Total Funding

$746.2M

Founded

2011

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

8%

1 year growth

18%

2 year growth

30%
Locations
Denver, CO, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Management
Salesforce
JIRA
CategoriesNew
Project Management
Operations & Logistics
Supply Chain Management
Requirements
  • 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
  • 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
  • Excellent communication skills both verbally and written
  • Sense of ownership and comfort with ambiguity
  • Previous experience supporting SMB or enterprise-level customers with SaaS
  • Recreational interest in integrations/APIs or technical engineering
Responsibilities
  • Hands-on work with Gusto Embedded Payroll Partners to prepare for the launch of their payroll customer support function
  • Lead partner-facing project management, create new programs and policies, plan and execute payroll training, and work on other special projects for CX performance and team operational improvements
  • Drive Partner CX operational meetings and liaise with partners after go-live
  • Build Partner toolkits and playbooks to ensure continued success with embedded payroll
  • Facilitate successful partner adoption of basic payroll concepts and CX systems
  • Look for opportunities for improvements to the CX support structure and design