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 crowd-sourced compensation 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 organization 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 to ensure a seamless client lifecycle and to help them achieve their business goals, providing a return on investment of their PayScale solution(s).

What You Do: As a Client Success Manager (CSM) you will partner with clients in your assigned book of business; responsible for retention/renewals, upsells and overall value for their subscriptions. You work directly with clients to maximize their user experience; engage clients 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. Must be willing to travel up to 5%.

Day-in-the-Life: A typical day may include the following for a Client Success Manager in our Key Accounts segment…

• Drive strategic and value-based client relationships based on critical messaging across multiple organizational levels, including key decision makers
• Proactively contact 5-10 clients to discuss key lifecycle points such as onboarding, upsell and renewal
• Conduct a business review call to review a client's account, discuss progress, and provide recommendations to drive product adoption.
• Act as the 'voice of the customer' while meet internally with our Product, Support, Marketing, or Management teams on how we can maximize value and resolve concerns with a sense of urgency
• Deliver on renewal or upsell proposals on 2-4 scheduled client calls

First Year in Role:

• Month 3: You've completed New Hire Orientation and met the rest of the Client Success Team and are developing an understanding of how each function works together to deliver value to our clients. You've gained important product knowledge of relevant PayScale products. You've been assigned 1-2 new clients along with a group of existing clients.
• Month 6: You've established relationships with clients and other members of your team. You've participated in the onboarding process for several new clients and are learning the renewal process.
• Month 12: You've become proficient in PayScale's products and services and are managing a full roster of clients. You've joined 1-2 cross-functional teams to assist with internal processes or projects. During internal meetings, you advocate for your clients and seek ways to increase value.

Qualifications

Experience:

• 5+ years experience in a Customer Success, Account Management, Sales or Compensation role with revenue quota responsibility
• Bachelor's degree not required, but strongly preferred

Skills:

• Account Management: Ability to strategically manage your time across your book of business, balancing 25-40 complex key accounts
• Product & Data Knowledge: Solid understanding of relational databases, crowd-sourced data and market-pricing systems. PayScale product and data knowledge preferred.
• Business Insight/Strategic Skills: Ability to evaluate, understand and deliver on client needs. Strong ability to communicate value based on clients' business objectives
• Relationship Building: Ability to build/establish positive relationships within multiple levels of client organizations
• Problem Solving: A self- starter with a love for problem solving, building innovative solutions, and an ability to see the “big picture”
• Overcoming Objections: An aptitude for conducting tough conversations, including overcoming objections and a knack for keeping clients accountable to reaching their definition of success
• Presentation and Communication: Effective in delivering complex presentations (both formal and informal); able to write and speak clearly and succinctly in a variety of communication settings and styles

Tools:

• PayScale MarketPay, Insight Lab, or related systems
• Microsoft Excel
• Salesforce
• MS Office Suite

Additional Information

Meet Your Manager: The myth! The legend! Angie Parrish! Angie 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 ways to improve internal processes. Angie's love for client success started at MarketPay, where she served as a CSM and Technical Trainer before moving on to manage a team of CSMs. She's dedicated to building a culture of excellence through open and honest feedback, coaching 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. Recruiter Phone Interview
2. In Person Interviews
3. Potential Follow-Up Phone Interview

Benefits & Perks – The Highlights:

• Flexbile Paid Time Off policy
• 10 paid holidays 
• 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.