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: 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 clients in your assigned book of business; responsible for their renewals, upsells, and overall return on investment for their subscriptions. You work with the client directly 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. You're successful in this role because you 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 and overcoming roadblocks, or delivering renewal or upsell proposals on 2-4 scheduled client calls
• Proactively contacting 5-10 clients to discuss key lifecycle points, such as onboarding, upsell, and renewal
• A Business Review call, reviewing the client's account, discussing progress, and providing recommendations to drive customer adoption
• Meeting internally to act as 'voice of the customer' with our Product, Support, Marketing, or Management teams on how we can maximize value and resolve concerns with urgency
• Drive strategic and value-based relationship with clients based on strategic messaging across multiple organizational levels, including key decision makers
• May partner with Sales team to ensure enterprise clients are referenceable

Qualifications

Experience:

• 5+ years experience in a Customer Success, Account Manager, Sales, or Compensation role with revenue quota responsibility
• Bachelor’s Degree not required, but strongly preferred
• Ability to balance moderate to complex accounts
• Willing to travel up to 5% of the time

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
• Effective in complex formal and informal presentation settings and able to build strong working relationships; able to write and speak clearly and succinctly in a variety of communication settings and styles

Additional Information

Meet Your Manager: Kathy Fitzgerald! Kathy is equally as passionate about building her team's skillsets as she is with helping clients reach their business objectives. 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. Kathy's love for client success started at MarketPay, where she served as and eventually managed a CSM 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.