Payscale - Technical Account Manager
Requirements
• Bachelor’s degree in Human Resources, Compensation, Data Analytics, Information Systems or other related field. • 3+ years of experience in a technical account management or other technical customer experience roles. • 3+ years in a human resources or compensation professional role ideally within the SaaS or compensation industry. • Experience working with Payscale Marketpay or Payscale Payfactors products. • Strong technical background with expertise in compensation data, survey data, HCM systems, APIs, SFTPs, and SSO. • Experience with CRM and support ticketing systems (e.g., Salesforce, Atlassian Tools). • Advanced Excel skills and knowledge of Tableau. • Excellent problem-solving skills and the ability to troubleshoot complex technical issues in a timely manner. • Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences. • Proven ability to manage multiple accounts and prioritize tasks effectively. • Customer-centric mindset with a passion for delivering exceptional service and support. • Payscale has an employee centric remote-first model that provides you the flexibility to do your best work in a space that supports you, while also finding time to collaborate in person for the moments that matter. • In our remote-first model, employees can work from the location that works best for them. We do not have centralized corporate offices. Employees can choose to work from home, in company-paid co-working spaces, or any combination of the two that best suits their unique needs. • If you work from home, we recommend ensuring that you can meet the following technology, equipment and workspace requirements: • High-Speed Internet - A stable broadband or fiber connection (satellite is highly discouraged) with a minimum speed of 100 Mbps in a dedicated workspace that has a reliable Wi-Fi signal. • Device for Multifactor Authentication (MFA/2FA) - smartphone, tablet, etc. • When it matters (usually no more than a few times a year) we take the time to gather for in-person events. • Payscale has employees across the US, Canada, UK, The Philippines and Romania however we are currently unable to hire in the Quebec Province, Northern Ireland, and Hawaii.
Responsibilities
• Customer Relationship Management: • Build and maintain strong, long-lasting relationships with key stakeholders within customer organizations. • Act as the primary point of contact for technical and compensation inquiries and escalations. • Partner with Customer Success and Account Management teams to ensure customer is seeing value and ROI from Paycale products through proactive and customer specific project work. • Technical Advisory and Support: • Provide expert guidance on Payscale product capabilities, best practices, and effective strategies. • Assist customers in troubleshooting and resolving technical issues promptly. • Conduct regular technical reviews and health checks to ensure optimal performance and usage of Payscale’s solutions. • Work with customers to understand custom training needs and help develop a training program. • Account Management: • Collaborate with sales and customer success teams to identify opportunities for upsell and cross-sell. • Develop and execute account plans to drive customer value and ROI from Payscale. Including being a trusted advisor on their compensation workflows and how to maximize use of Payscale to achieve their compensation goals. • Monitor customer usage and adoption metrics, proactively addressing any concerns or potential churn risks. • Analyze customers’ needs and suggest upgrades or additional features to meet their requirements. • Product Feedback and Improvement: • Gather and relay customer feedback to the product development team to influence product roadmap and potential new features or enhancements. • Partner with product and engineering teams to test and be a part of the feedback lifecycle for upcoming releases. • Drive adoption of new product features through proactive training and adoption focused sessions with customers. • Documentation and Reporting: • Maintain accurate and up-to-date records of customer interactions, technical issues, and resolutions. • Provide regular status reports to internal stakeholders on account health, technical challenges, and opportunities. • Contribute to the Company Knowledge Base
Benefits
• $90,880 – $136,320 • Offers Bonus • 10% CBP • In the spirit of pay transparency, we are excited to share the base salary range for all positions, exclusive of fringe benefits or potential bonuses. Depending on the position, there is eligibility for an annual corporate bonus percentage. If you are hired at Payscale, your final base salary compensation will be determined based on factors such as skills, education, and/or experience. In addition to those factors – we believe in the importance of pay equity and consider any internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous total rewards package. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Please note: Payscale's Talent Team set up limits on the number of times candidates can apply. The following limits apply to all roles at Payscale: • Candidates may not apply more than 3 times in 60 days to any job within a similar scope. • Candidates may not reapply to the same role within 90 days if not presented with an offer • Please enter your full legal name. • Please enter your preferred name. • Please enter your personal email address. • Please upload your document (preferably as a PDF file). • or drag and drop here • Please enter the link to your LinkedIn profile. • Please enter your personal phone number. • Please include your legal street address • City that you live in • State or province that you live in • Country that you live in • This includes OPT & H1B visas. • If yes, please enter their name. • Cover Letter, Portfolio, Projects, etc • Is there anything else you’d like us to know about you? • Asian or Asian American • Black or African American • Hispanic or Latine • Indigenous or Native American • Native Hawaiian or Other Pacific Islander • I prefer not to answer • Another Gender Identity • Heterosexual / straight • Person with disability • Refugee or immigrant • None of the above • Yes I am in active military • Yes I am a veteran • No I am neither in active military or a veteran • Payscale may use Artificial Intelligence with this application. Learn more.
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