Company Description

Paying the right way, getting paid what you’re worth — it’s complicated, and it matters. Compensation used to be a dark art. Not anymore. PayScale helps employers and their employees understand the right pay for every position and effectively communicate about compensation.

PayScale pioneered the use of big data and unique matching algorithms to power the world’s most advanced compensation platform and continues to be the compensation market leader, featured in G2 Crowd's 100 Best Software Companies for 2018, based on user reviews.

Job Description

What We Do: Client Success Operations is at the heart of driving results for our 8000+ clients. We use data and technology to exceed client and company goals and support critical business functions. We focus on driving client success, impacting revenue, and building scalable business processes through automation, optimization of engagement models and tools, business intelligence reporting, and CS enablement.

What You Do: You will play a key role in defining, developing, and implementing company-wide strategies, tactics, and processes in support of our Client Success organization. You will be empowered to work independently across the business to influence and drive client success initiatives that result in higher client engagement and improved retention.

Day-in-the-Life: As a Business Process Analyst a typical day may include the following…

• Using Salesforce and Gainsight to improve and scale customer engagement for renewal and expansion opportunities.
• Working with our Marketing, Client Success Management, Support, and Services teams to document and analyze customer lifecycle processes and propose solutions for delivering an extraordinary customer experience.
• Identifying, creating and facilitating process design changes by conducting business and systems process analysis with a focus on productivity, quality, and data management.
• Utilizing data and modeling to develop, implement, and optimize customer-focused strategies.
• Using process improvement methodologies such as Agile, Lean, Six Sigma and industry standard methodologies to increase scale and improve efficiency and cycle time.

First Year in Role:

• Month 3: You will have developed a solid understanding of our business, its growth drivers and challenges and have some workable ideas and desire to start making changes.
• Month 6: You will be working extensively across the business on multiple projects, some of which you will be leading, to build scale, improve processes, and impact renewal and retention rates. You will be proficient in Salesforce and Gainsight and any other important tools.
• Month 12: You will design and lead key Client Success projects and play a meaningful role in creating the strategy for Operations and Client Success overall.

Qualifications

Experience:

• 3 years of professional experience in a similar role (business or systems analyst)
• Bachelor’s Degree
• Ability to use complex analytics and process analysis to develop solutions and communicate them in a persuasive, structured, and concise manner to all partners.
• Comfortable in a dynamic structure with a strong desire to grow along with the company.

Skills:

• Strong problem-solving skills and ability to utilize experience to improve processes and enthusiastically drive opportunities to resolution without supervision.
• Deal effectively with ambiguity and prioritize under pressure.
• Project and Change Management abilities with a consistent track record of being able to lead multiple projects and tasks simultaneously to successful completion.
• Ability to nurture and synthesize system and user requirements effectively from both technical and non-technical customers.
• Strong analytical and modeling skills, preferably SQL skills
• Results and detail oriented, self-motivated.
• Passion for technology and driving change.

Tools:

• Familiarity with CRM and Customer Success software, preferably Salesforce.com and Gainsight

Additional Information

Meet Your Manager: The myth! The legend! After spending 15 years in consulting and a few more in industry. Jason came to PayScale for the opportunity to make an impact in a fast-paced SaaS business. He is motivated by solving complex problems and creating a team environment where people are empowered to take ownership of challenges and deliver results.

Hiring Process: “Change is the only constant in life (and PayScale)” – Heraclites (okay, so we paraphrased a bit). The hiring process outlined below is a rough overview, and is subject to change based on business priority, interviewer availability, etc.

1. Recruiter Screen
2. Hiring Manager Phone Interview
3. Onsite interview with the team
4. Hiring decision

Benefits & Perks – The Highlights:

• Unlimited Paid Time Off policy
• 10 paid holidays AND Summer office closure the entire week of July 4th
• Amazing Medical/Vision/Dental/Prescription coverage: 100% company-paid premiums for employees; 50% for eligible partners and dependents
• Flexible Spending Account (FSA) options for pre-tax employee allocations towards: Medical, Dependent Care, Parking, and Transit
• Long Term Disability, Short Term Disability, and Company-paid Life Insurance
• Competitive Maternity and Paternity Leave, and onsite Mother’s Room
• 401k which vests immediately, complete with company match
• Onsite bike storage, lockers, showers, and clothes dryer
• Ergo friendly chairs and sitting-standing desks
• Company-hosted happy hours every Friday afternoon
• Fido Fridays (our canine colleagues join us the first Friday of every month. WOOF!)