Client Success Manager at PayScale

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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.

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 work with our clients to understand their current and future compensation objectives and ensure they achieve the maximum value from the products and services. 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, communicate effectively, are a self-starter, possess strong business discernment, with an aptitude to stretch, learn, develop, and (at times) navigate difficult conversations.

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

  • Build strategic relationships across multiple levels; including executive level decision makers
  • Develop trusted adviser relationships with clients to ensure goals are aligned from a business strategy perspective
  • Identify and track goal metrics in partnership with the client to drive clients' value
  • Drive adoption to achieve renewals, expansions, and upsell opportunities by utilizing knowledge of client goals
  • Serve as client advocate by providing internal feedback on how we can maximize value and resolve concerns with energy
  • Maintain a deep understanding of PayScale product/data offerings and position the most relevant features/functionality for clients' specific goals
  • Utilize technology such as Gainsight, Salesforce, and other applications to document and support client lifecycle
  • May partner with Sales team to assist with reference introductions

Qualifications

Experience:

  • 2 + or more years relevant experience in Compensation, Customer Success, or Account Management with renewal and upsell responsibility in a SaaS or Tech organization is preferred
  • Bachelor’s Degree or equivalent experience
  • Ability to balance moderate to sophisticated 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”
  • Accountability: Desire to be responsible for an outcome and the ability to accept and apply mentoring and feedback
  • 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
  • Communication: Strong verbal, written, and presentation skills with an ability to interact at all levels in an organization including staff, management, and executives

Additional Information

Meet Your Manager: Scott Gordon! Scott is equally as passionate about building his team's skillsets as he is with helping clients reach their business objectives. You'll find him 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. Scott started his career at PayScale as a CSM in 2016, has worked in the SMB, Enterprise, and Key segments, and lead multiple teams during his tenure.

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. Phone interview with Hiring Manager
  3. Individual video interviews with team
  4. Follow-up interviews as needed

Benefits & Perks – The Highlights:

  • Flexible 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
  • Strong Maternity and Paternity Leave benefits, and multiple onsite Mother’s Rooms
  • 401k which vests immediately, complete with company match

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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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages

Location

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

An Insider's view of PayScale

How would you describe the company’s work-life balance?

We pride ourselves on providing balance to our employees! Flexible PTO, consistent 40 hour work weeks, etc. We believe that if our employees have a life outside of PayScale that they will be more productive, more innovative, and that ultimately they'll decide to stay with us longer :)

Chris Stiemert

Sr. Director, Talent Acquisition

What projects are you most excited about?

On the sales team we're constantly innovating the ways that we communicate the value of PayScale to prospective customers. New features and products are added all the time, and it's exciting to work together to find the most effective way to let potential buyers know what's in it for them.

Mackenzie Fuentes

Manager of Sales Development

What’s the vibe like in the office?

It’s a beer on a bad day, a coffee on a rainy Monday morning. The ups and downs come with the stress of work and real life, but with that the true comfort of coworkers who know what’s going on and assist where they can. It’s a good place to be and a better place to work.

Tom Owen

HRIS Data Conversion Analyst

What are PayScale Perks + Benefits

PayScale Benefits Overview

Flexible 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!)

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Medical, Dependent Care (can be used towards day care costs), Parking, Transit
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Some Meals Provided
Happy Hours
Pet Friendly
Fido Friday's the first Friday of every month!
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
We know creating an environment that values diverse perspectives and backgrounds is what enables us to have more innovative ideas and best serve our customers.
Lunch and learns
Promote from within
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