Technical Account Manager

🕒 May 19

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Payscale

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2002

👥 HR Tech

☁️ SaaS

💰 $7M Venture Round on 2011-07

HR Tech • SaaS • Data

Payscale is a compensation data and software company that provides cloud-based compensation management solutions to HR leaders and compensation teams. Their products (Marketpay, Payfactors, Paycycle) combine proprietary pay data (over 250 billion data points) and AI-powered analytics to deliver market pricing, pay equity, compensation planning, and pay transparency tools for organizations of all sizes. Payscale offers services including customer success, implementation, managed services, and training; they produce research reports, surveys, and tools (salary research, cost-of-living calculator) to support data-driven pay decisions. The company serves enterprise and global clients, including Fortune 500 companies, and supports both employers and job seekers with compensation insights.

📋 Description

• 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.

🏖️ 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