Technical Account Manager

Payscale•,

2d•$90,880 - $136,320•Remote

About The Position

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.

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.

Responsibilities

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

Benefits

Flexible paid time off
14 Paid Company Holidays, includes 2 floating holidays
Medical, dental, 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
Monthly company All Hands meetings
Regular opportunities for executive leadership exposure through things like AMAs
Access to continued learning & development opportunities
A growing network of Employee Resource Groups
Company sponsored volunteer hours