Technical Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and nurture robust, enduring relationships with key stakeholders within customer organizations.

• Serve as the main point of contact for technical inquiries and compensation escalations.

• Collaborate with Customer Success and Account Management teams to ensure customers derive value and ROI from PayScale products through proactive, tailored project work.

• Offer expert advice on PayScale product features, best practices, and effective strategies.

• Assist customers in promptly troubleshooting and resolving technical challenges.

• Conduct regular technical evaluations and health checks to ensure optimal performance and utilization of PayScale’s solutions.

• Work with customers to identify custom training requirements and assist in developing a training program.

• Partner with sales and customer success teams to uncover opportunities for upselling and cross-selling.

• Create and implement account plans to enhance customer value and ROI from PayScale, acting as a trusted advisor on their compensation workflows and maximizing PayScale's usage to meet compensation objectives.

• Monitor customer usage and adoption metrics, proactively addressing any concerns or potential risks of churn.

• Analyze customer needs and recommend upgrades or additional features to fulfill their requirements.

• Collect and relay customer feedback to the product development team to shape the product roadmap and identify potential new features or enhancements.

• Collaborate with product and engineering teams to test and contribute to the feedback lifecycle for upcoming releases.

• Promote the adoption of new product features through proactive training and focused sessions with customers.

• Keep accurate and up-to-date records of customer interactions, technical issues, and resolutions.

• Provide regular status updates to internal stakeholders regarding 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 a related field.

• 3+ years of experience in technical account management or other technical customer experience roles.

• 3+ years in a human resources or compensation professional role, preferably within the SaaS or compensation sector.

• Familiarity 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 proficiency in Excel and knowledge of Tableau.

• Excellent problem-solving abilities and capacity to resolve complex technical issues promptly.

• Outstanding communication and interpersonal skills, with the capability to clarify technical concepts to non-technical audiences.

• Proven ability to manage multiple accounts and prioritize tasks effectively.

• Customer-focused mentality with a commitment to delivering exceptional service and support.

🏝️ Benefits

• Flexible paid time off, allowing you to rest, relax, and recharge away from work.

• 14 Paid Company Holidays, including 2 floating holidays (your choice!).

• A comprehensive benefits plan covering medical, dental, life, vision, disability, and life insurance up to 100% by PayScale.

• Unlimited infertility coverage benefits through our medical plans.

• Additional supplemental health benefits available for you and your family.

• 401(k) retirement program with an immediate, fully vested company match.

• 16 weeks of paid parental leave for both birthing and non-birthing parents.

• Health Savings Account (HSA) options with company contributions each pay period.

• Flexible Spending Account (FSA) options for pre-tax employee allocations.

• Annual remote work stipend for wellness or home office equipment.