Technical Account Manager

Role Overview

• 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.
• 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.
• 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.
• 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.
• 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

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.

Tech Stack

• Tableau

Benefits

• Flexible paid time off, giving you the opportunity to rest, relax and recharge away from work
• 14 Paid Company Holidays, includes 2 floating holidays (you choose!)
• A comprehensive benefits plan including medical, dental, life, vision, disability, and life insurance covered up to 100% by Payscale
• Unlimited infertility coverage benefits through our medical plans
• Additional supplemental health benefits offered to you and your family
• 401(k) retirement program with a fully vested immediate company match
• 16 weeks of paid parental leave for birthing and non-birthing parents
• Health Savings Account (HSA) options and company contributions each pay period
• Flexible Spending Account (FSA) options for pre-tax employee allocations
• Annual remote work stipend to be used on wellness or home office equipment