Technical Account Manager

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.

What You'll Do

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

What We're Looking For

• 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 stable broadband or fiber connection (satellite is highly discouraged) with a minimum speed of 100 Mbps in a dedicated workspace that has a reliable Wi-Fi signal.

• Device for Multifactor Authentication (MFA/2FA) - smartphone, tablet, etc.

When it matters (usually no more than a few times a year) we take the time to gather for in-person events.

Payscale has employees across the US, Canada, UK, The Philippines and Romania however we are currently unable to hire in the Quebec Province, Northern Ireland, and Hawaii.

Benefits and Perks

All around awesome culture where together we strive to live our 5 values:

• Data informed decision making.

• Customer first. Always.

• Succeed together.

• Relentless about results. Obsessed with excellence.

• Lead the change. Shape the standard.

An open and inclusive environment where you’ll learn and grow through programs and resources like:

• Monthly company All Hands meetings

• Regular opportunities for executive leadership exposure through things like AMAs

• Access to continued learning & development opportunities

• Our commitment to a continuous feedback culture which allows us to drive performance and career growth

• A growing network of Employee Resource Groups

• Company sponsored volunteer hours

• And more!

Our more standard 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

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 on the basis of 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.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

If you have a disability or impairment and need assistance with the application process, please email [email protected] for support.

Fraud Alert:

Payscale values security and privacy. During your job application and interview process, we will never ask for your personal banking or financial information, social security number, or other sensitive information, if you are unsure if a message is from Payscale, please email [email protected]