Company Description

As the industry leader in compensation data and technology, PayScale helps organizations #getpayright. Payscale is the only technology solution for managing compensation that provides multiple streams of fresh, transparently curated and validated salary data. Combined with modeling engines that learn continuously and generate recommendations and insight, Payscale empowers HR to price jobs and adjust compensation to reflect real-time changes in the market — all on one trusted data platform. With Payscale’s Adaptive Compensation Advantage, teams operate with efficiency, focused on outcomes rather than manual data management. To learn how companies like The Washington Post, Perry Ellis International, United Healthcare and The New York Times rely on PayScale to attract and retain top talent, motivate and engage employees and plan their future workforce, visit payscale.com.

Job Description

What We Do: PayScale's Client Success org helps our clients utilize our products, services, and data to develop better pay strategies for their organizations. Our Client Success teams (Client Success Management, Implementation, Professional Services, Client Programs, Client Support, and Client Operations) work cross-functionally not only to ensure a seamless client lifecycle, but also to help them reach their business goals, proving the return on investment of their PayScale solution(s).

What You Do: As a Client Success Manager (CSM) you will work with our clients to understand their current and future compensation objectives and ensure they achieve the maximum value from the products and services. You work with the client directly in order to maximize the value they realize with our solutions; engaging from post-sale through renewal, making sure the customer is moving forward toward their own business goals at each step. You're successful in this role because you have a high degree of curiosity, communicate effectively, are a self starter, possess strong business discernment, with an aptitude to stretch, learn, develop, and (at times) navigate difficult conversations.

Day-in-the-Life: As a CSM, a typical day may include the following…

• Discussing project progress, overcoming roadblocks, and product adoption on 2-4 scheduled customer calls
• Proactively contacting 5-10 customers to discuss key lifecycle points, such as onboarding, increasing adoption, risk, and opportunities for growth
• Build strategic relationships across multiple levels; including executive level decision makers
• Develop trusted adviser relationships to identify and track goal metrics with clients to ensure goals are aligned from a business strategy perspective
• Renew and close contracts on-time from core customer base 
• Identify and qualify upsell opportunities within your book of business
• Protect customer install base through save play and win back motions
• Meeting internally to act as 'voice of the customer' with our Product, Support, Marketing, or Management teams on how we can increase value and resolve concerns with energy
• Maintain a deep understanding of PayScale product/data offerings and position the most relevant features/functionality for clients' specific goals
• Utilize technology such as Gainsight, Salesforce, and other applications to document and support client lifecycle
• May partner with Sales team to assist with reference introductions

First Year in Role:

• Within 3 months, they will be comfortable navigating and speaking to the PayScale platforms, services, and data offerings
• Within 6 months, they will work independently to manage inbox, calendar, and project management follow up
• Within 12 months, they will work collaboratively to improve internal processes and act as customer advocate

Qualifications

• 3+ or more years relevant experience in Compensation, Customer Success, or Account Management with compensation or previous HR tech experience preferred
• Bachelor’s Degree or equivalent experience
• Ability to balance moderate to sophisticated accounts

Skills:

• Time Management: Proven organizational/time management skills with ability to prioritize tasks and initiatives in a fast-paced environment
• Problem Solving: A self- starter with a love for problem solving, building innovative solutions, and an ability to see the “big picture”
• Accountability: Desire to be responsible for an outcome and the ability to accept and apply mentoring and feedback
• Rapport Building: Strong relational skills to establish strong rapport within multiple levels of customer organizations
• Overcoming Objections: An aptitude for conducting tough conversations, including overcoming objections and a knack for keeping clients accountable to reaching their definition of success
• Communication: Proven organizational/time management skills with ability to prioritize tasks and initiatives in a fast-paced environment

Tools:

• Excel and CRM (such as Salesforce) experience
• Gainsight and Project Management experience preferred

Additional Information

Benefits & Perks – The Highlights: 

All around awesome culture where together we strive to: 

• Pursue excellence every day 

• Create customer value 

• Compete to win (and lose!) as a team 

As part of our culture of transparency and commitment to employee engagement, we have several programs and resources such as: 

• Regular virtual company meetings 

• Coffee chats 

• Table for 4 Executive conversation 

• Spirit Week 

• Pulsing tools for continuous conversations to drive performance and career growth 

• Strengths based tools designed to help employees engage with peers and managers, supported through a program called StandOut 

• Access to top notch learning courses for all employees through LinkedIn Learning 

• As well as constant re-evaluation of what our employees need to be successful at work! 

Our more standard benefits include: 

• Flexible Paid Time Off program – most employees average around 3 weeks per year 

• 14 paid holidays including Independence Week, Juneteenth and World Mental Health Day 

• 3 comprehensive health plans to fit your unique needs; plans have up to 100% company-paid premium coverage for employee Medical, Dental and Vision 

• Access to Premera’s Healthcare Services including an Employee Assistance Program (EAP), 24-hour Nurse Hotline, Telehealth (Doctor on Demand), Talkspace, and other virtual care options 

• Flexible Spending Account (FSA) options for pre-tax employee allocations towards: Medical, Dependent Care, Parking, and Transit 

• Company Paid Short Term Disability, Long Term Disability, and Life Insurance 

• Comprehensive Paid Parental / Adoption Leave program 

• 401k program with fully vested, immediate company match 

Equal Opportunity Employer: We embrace equal employment opportunity. Payscale is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination based on race, color, religion, sex, age, national origin or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs.