Technical Account Manager

We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title. Must not include boilerplate. Must preserve all substantive info. We need to parse the posting. Key sections: - About Gusto (company description) – maybe not needed as a section? The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should include headings only for those categories if content exists. "About Gusto" is not in list; we could maybe treat as part of About the role? But likely we should not include a heading for About Gusto because not in allowed list. However we need to preserve all substantive information. The instruction: "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., implying those are examples but we should use those headings for those sections. It doesn't forbid other headings, but likely they want only those. However we need to preserve company description; maybe we can put it under About the role? But About the role is separate. Could we include a

before headings? The instruction: Output ONLY the HTML fragment — no /. It didn't say we cannot have introductory paragraphs before headings. So we can include a

with About Gusto description, then headings. We must not repeat job title as a heading. The job title is Technical Account Manager. Not to be used as heading. We must not put Job ID/requisition numbers as headings — none present. We must remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. So we need to strip out the EEO statement, Fraudulent Activity Disclaimer, etc. Also the long list of country codes and the immigration sponsorship note at end? That seems like boilerplate (immigration sponsorship). Likely remove that as well. Also the "244 results found No results found" etc is garbage; remove. We need to preserve substantive info: About Gusto mission, About The Role description, About The Team, Here’s What You’ll Do Day-to-day (list of duties), Here’s What We're Looking For (requirements/qualifications/skills), cash compensation range, office expectations (schedule), benefits (maybe mention competitive base pay, benefits, equity (RSUs) – that's benefits). Also mention AI expectations. We need to structure into sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide what goes where. - About the role: likely the paragraph describing role: "As a Technical Account Manager, you will act as the single point of contact..." plus maybe About The Team? Could be part of About the role. We'll put that under About the role. - Responsibilities: the day-to-day duties list (Here’s What You’ll Do Day-to-day). That's responsibilities. - Requirements: maybe the "Here’s What We're Looking For" includes experience requirements, etc. Could split into Requirements (experience) and Qualifications (maybe education? none). Skills: specific skills like Salesforce, AI fluency, etc. - Benefits: mention competitive base pay, benefits, equity (RSUs). Also maybe mention "All full-time employees receive competitive base pay, benefits, and equity (RSUs)". Also maybe mention "Offer amounts are determined by role, level, and location." That's more pay. - Pay: cash compensation range $27.65/hr to $35.02/hr in Phoenix. Also note final offer amounts determined by multiple factors. - Schedule: office expectations: employees based in Denver, SF, NY expected to work from office designated days approx 2-3 days per week (or more depending on role). Also note same for Symmetry roles office in Scottsdale. Also note remote work requires secure internet connection. We must not include sections with filler like "commensurate with experience". We have actual numbers. We must not include duplicated lines. We must not include the long list of country codes. We must not include EEO statement. We must not include the immigration sponsorship note? It's maybe not boilerplate but could be considered application instruction? It's about if you need sponsorship. Might be considered part of application instructions; but it's not exactly instructions to apply. However it's a question for candidate. Might be considered part of the posting but not essential? The instruction: remove application instructions. This note is about if you'll require sponsorship; it's a question for applicant. Could be considered part of application instructions. Safer to remove. Now craft HTML. We'll start with a

for About Gusto description. Then

About the role

with

containing role description and maybe About The Team. Then

Responsibilities

with

• list of duties from Here’s What You’ll Do Day-to-day. Then

  Requirements

  with
  • for experience requirements: 6+ years customer experience with 1+ years full-time experience in Payroll, and 2+ years account management. Also maybe "Proven ability to proactively and reactively support customers..." etc. But those could be skills. We'll separate. Better: Requirements: baseline experience. Qualifications: maybe none. Skills: list of specific abilities. But we need to follow instruction: use sections only when posting has real specific content. We'll include Requirements, Qualifications, Skills if we have content. Qualifications: maybe none explicit; we could omit. Skills: list of abilities: ability to synthesize and communicate complex subjects, experience with Salesforce, Zoom/Google Meets, Google Suite, etc., excels in balancing inbound calls, etc., strength in providing effective resolutions, ownership in churn identification, deep payroll knowledge, exceeds expectations with goals, eager to think creatively, demonstrated AI fluency. We'll put those under Skills. Benefits: mention competitive base pay, benefits, equity (RSUs). Also maybe mention "All full-time employees receive competitive base pay, benefits, and equity (RSUs)". We'll put that. Pay: compensation range. Schedule: office expectations. Now ensure we don't include any boilerplate like "Learn more about our Total Rewards philosophy." That's maybe part of benefits? Could be included as a sentence but it's generic. Might be okay to keep as part of benefits? It's not specific. Might be considered filler. Safer to omit. Also "AI 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." This is generic but could be part of Skills? It's about AI expectations. Might be okay to keep under Skills as a note. But we need to preserve all substantive information; this is substantive about AI expectation. We'll include it under Skills maybe. Now craft HTML. We'll need to escape any special characters? Not needed. Let's draft:

    At 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. All 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.

    About the role

    As a Technical Account Manager, 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. This 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.

    The Dedicated Service 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.

    Responsibilities

    • Own the customer journey by building trust, rapport, and partnership with your book of business through inbound and outbound phone, email, and Google Meet interactions.
    • Act as a dedicated advisor, building trust in the support you provide to contain most customer interactions from your dedicated customers.
    • Provide passionate, opinionated, consistent, expert, reliable support as a dedicated point of contact for payroll and benefits inquiries.
    • Proactively connect with customers to build a deep understanding of their business, your support model, and their preferred connection style.
    • Identify 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.
    • Partner 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.
    • Think 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.
    • Display strong product knowledge, including a deep understanding of the competitive landscape to protect against customer churn.
    • Leverage AI‑assisted tools to accelerate research and communication while upholding accuracy, compliance, and Gusto’s voice.

    Requirements

    • 6+ years of customer experience with 1+ years of full-time experience in Payroll, and 2+ years of account management.

    Skills

    • Proven ability to proactively and reactively support customers, driving their success, happiness, and loyalty through expert guidance and creative problem‑solving.
    • Ability to synthesize and communicate complex subjects clearly and effectively, both verbally and in writing, with customers and internal partners.
    • Experience with Salesforce, Zoom/Google Meets, Google Suite, Google Calendar, Gmail, and scheduling tools.
    • Excels in balancing inbound calls, scheduled meetings, and email inquiries while managing and prioritizing multiple high‑priority resolutions effectively.
    • Strength in providing effective, expert, and creative resolutions for customers with minimal support, demonstrating agility and critical thinking.
    • Ownership in churn identification and mitigation with confidence in navigating retention‑focused discussions with customers.
    • Deep payroll knowledge, pride, and awareness to act as an advocate for the solution you provide, understanding customer needs and promoting satisfaction.
    • Exceeds expectations with goals, deadlines, and commitments set by both yourself and the organization.
    • Eager to think creatively, pivot quickly, and work strategically in ambiguous situations to deliver customer‑centric solutions.
    • Demonstrated AI fluency in a customer‑f