Technical Account Manager

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

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.
• Location
• 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 st

Benefits

Additional Information

About Payscale Payscale is the original compensation innovator for organizations who want to scale their business with pay and transform their largest investment into their greatest advantage. With decades of innovation in sourcing reputable data and developing AI-powered tools, Payscale delivers actionable insights that turn pay from a cost to a catalyst. Its suite of solutions - Payfactors, Marketpay, and Paycycle - empower top companies in the U.S. and businesses like Cintas, Leidos, Chipotle, Brookdale Senior Living, Ohio State University, American Airlines, and TJX Companies. Create confidence in your compensation. Payscale. To learn more, visit www.payscale.com . Job Summary We are seeking a highly qualified and motivated compensation focused Technical Account Manager (TAM) to join our Customer Organization. This role will serve as a trusted technical advisor and advocate for our customers, ensuring they derive maximum value from our solutions. This role requires a blend of technical expertise, compensation knowledge, customer-centric mindset, and excellent communication skills to drive customer satisfaction, retention, and growth.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at payscale? Share your experience