Job Description

We are seeking a highly qualified and motivated Technical Account Manager (TAM) to join our Customer Support team. The TAM 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, customer-centric mindset, and excellent communication skills to drive customer satisfaction, retention, and growth.Key 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 inquiries and escalations.
• Balance dedicated customers with servicing other non-dedicated customers.

Technical Advisory and Support:

• Provide expert guidance on 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 Payscalexe2x80x99s 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 achieve customer support metrics and drive business outcomes.
• Monitor customer usage and adoption metrics, proactively addressing any concerns or potential churn risks.
• Analyze customersxe2x80x99 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.
• Report on product performance.

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

Qualifications:

• Bachelorxe2x80x99s degree in Human Resources, Compensation, Data Analytics, Information Systems or a related field.
• 3+ years of experience in a technical account management or senior support position
• 3+ years in a human resources or compensation professional role ideally within the SaaS or compensation industry.
• 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.
• Familiarity or experience with Payfactors and/or MarketPay.
• 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.

CompensationIn the spirit of pay transparency, we are excited to share the base salary range for this position is xc2xa353,500 - xc2xa380,300, exclusive of fringe benefits or potential bonuses. This position is also eligible for an annual corporate bonus of 10%. If you are hired at Payscale, your final base salary compensation will be determined based on factors such as skills, education, and/or experience. In addition to those factors xe2x80x93 we believe in the importance of pay equity and consider any internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package (more information on benefits listed below).About PayscaleAs the industry leader in compensation management, Payscale is on a mission to help job seekers, employees, and businesses get pay right and to make sustainable fair pay a reality. Empowering more than 65% of the Fortune 500, Payscale provides a combination of diverse and dynamic data sources, experienced compensation services, and scalable software to enable organizations such as Angel City Football Club, Panasonic, Mars Global, eBay, American Airlines and PetSmart to make fair and appropriate pay decisions.Pay is powerful. To learn more, visit .LocationPayscale 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, and the UK, however we are currently unable to hire in the Quebec Province, Northern Ireland, and Hawaii.Benefits and PerksAll around awesome culture where together we strive to live our 5 values:

• Respect every individual, work as a team

• Be Customer first, customer centric

• Have a Bias towards action

• Commit to excellence (we give our best everyday)

• Make Data driven decisions

An open and inclusive environment where youxe2x80x99ll 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 - All paid 100% by Payscale

• Holiday xe2x80x93 Annual accrual for full time and part time employees

• Sick Pay xe2x80x93 Annual paid time off available

• Company Paid & Statutory Holidays xe2x80x93 Generous time off provided

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

• Pension scheme with up to a 4% company contribution

• Life Assurance xe2x80x93 Cover in place for 4x base salary

• Private Medical Insurance xe2x80x93 Company funded individual and family cover including primary care, mental health support, in-patient/out-patient treatment and a personal health fund.

• BenefitHub xe2x80x93 Discount marketplace

• 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 and can get in the way of meeting spectacular candidates, so please donxe2x80x99t hesitate to apply xe2x80x94 wexe2x80x99d love to hear from you.If you have a disability or impairment and need assistance with the application process, please email 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

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