Gusto, Inc.2 дня назад
Benefits Advising (Renewals) Manager
Зарплата не указана
Denver
Обязанности
- 01Empower & Coach to Operational Excellence: Provide regular coaching and performance management (via 1:1s and monthly reviews) focused on technical mastery, customer-centricity, and hitting KPIs.
- 02Drive retention and revenue growth: Deliver on retention targets by ensuring tailored, high-quality renewal experiences through a customer’s renewal and ongoing benefits experience.
- 03Evolve the customer experience: Use customer feedback and data to identify and drive improved processes and deliver more holistic, outcomes-focused advising.
- 04Act as project manager for large-scale, cross-functional initiatives that result in better outcomes for our customers.
- 05Lead change management: Guide organization-wide improvements, enabling advisors and managers to adapt and thrive in a dynamic environment.
- 06Foster culture and engagement: Build a culture rooted in Gusto’s values, creating an environment of trust, feedback, and continuous learning.
- 07Work cross-functionally: Partner with Product, Carrier Ops, Sales, and other CX teams to act as the voice of the Advisor by surfacing feedback to improve tooling, training, workflows, and the overall customer experience.
- 08Champion AI integration: Identify high-impact opportunities, coach your team to build critical AI fluency, and shape the future of our customer journey by leveraging new tools for smarter, more proactive customer engagement.
Требования
- 014-6 years of formal leadership experience in benefits advisory, customer success or renewals, or a similar field
- 02Direct experience with small group health insurance (fully insured, level-funded or PEO models) is required.
- 03Proven ability to drive revenue growth, customer retention, and expansion through consultative renewal and upsell strategies
- 04Analytic and strategic thinker with the ability to translate data into insights and actions
- 05Strong operational skills, proactive approach to process improvement, and previous experience driving initiatives and best practices that improve customer experience
- 06Ability to evaluate and adopt AI tools strategically to measurably improve advisor productivity, customer retention, and operational efficiency —while balancing innovation with risk management, compliance requirements, and maintaining customer trust in a licensed advisory context
- 07Experience with technology/automation solutions such as Salesforce, APIs, and benefits administration platforms
- 08Executive presence with the ability to align leaders across CX, Sales, and Product, to lead high-impact initiatives
- 09Customer-first mentality with a first-principles-thinking approach
- 10Thrives in and can lead a team through a fast-paced environment with constant change and rapid growth
- 11Able to make measured, objective, data-driven decisions on a daily basis
- 12Holds (or will be expected to hold) a Life & Health insurance license
Условия
- 01Competitive base pay, benefits, and equity (RSUs) for full-time employees
- 02Salary range: $86,530–$106,000 yearly in Phoenix; $92,245–$113,000 yearly in Denver, Chicago, and Las Vegas (final offer based on location, experience, expertise)
- 03Physical office spaces in Denver, San Francisco, and New York City
- 04Hybrid work expectation: approximately 2–3 days per week in office for employees based in office locations
- 05Expectation to actively engage with AI tools relevant to the role and grow AI fluency as technology evolves