Client Success Manager, Core

| Seattle
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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.

We foster a working environment that generates new ideas, promotes ownership and experimentation and encourages highly motivated individuals to be truly creative. Are you forward-thinking, tenacious, and inventive? If so, PayScale may be the perfect place for you to grow your career!

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 partner with the other Core CSMs to support PayScale's largest client base. You'll be responsible for their renewals, identifying upsell opportunities, and overall return on investment for their subscriptions. Our team works directly with clients 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. Those who are most successful in this role have a high degree of curiosity and a willingness to stretch, learn, develop, and (at times) be uncomfortable.

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

  • Discussing project progress, overcoming roadblocks, adoption and renewals on 2-4 scheduled client calls
  • Proactively contacting 5-10 clients to discuss key lifecycle points, such as onboarding, increasing adoption, risk, and renewal
  • Responding to inbound client requests to help better utilize their account and subscription
  • 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 urgency

Qualifications

Experience:

  • Previous experience in a Customer Success, Account Development, or Sales role with high outbound/inbound volume
  • Bachelor’s Degree not required, but strongly preferred

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”
  • Learning & Development: A strong sense of ownership and autonomy, but also eager to accept and apply feedback to up-level your skillset
  • 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

Additional Information

Meet Your Manager: Nicole Conley! Nicole is equally as passionate about building her team's skillsets as she is with helping clients reach their business objectives. In the office you'll find her partnering with a team member, spinning ideas on how to best approach a client situation, or meeting cross-functionally on how to present a new idea to the team. She's dedicated to building a culture of human relationships, honest feedback, and treating employees the way we want them to treat our clients.

Hiring Process: “Change is the only constant in life (and PayScale)” – Heraclitus (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. Phone interview with our Talent Acquisition Team
  2. In-Person interview with Hiring Manager and Team
  3. Follow-up interviews as needed

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!)

Equal Opportunity Employer: PayScale provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. PayScale complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

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Location

PayScale's headquarters are located in the heart of the action in Seattle's historic Pioneer Square neighborhood.

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