Technical Account Manager

PayScale, Inc.; Canada; Remote; CAD 86,000 - 130,000; Full time

Job summary

A leading company, PayScale, Inc., is seeking a highly qualified Technical Account Manager to join their Customer Support team in Canada. This role involves driving customer satisfaction by providing technical expertise and ensuring optimal product usage, while collaborating with various internal teams. Candidates should possess a strong technical background, excellent communication skills, and a customer-centric mindset, along with relevant experience and a suitable degree.

Benefits

Flex Paid Time Off

Comprehensive benefits plan

401(k) retirement program with immediate company match

Monthly company All Hands meetings

Unlimited infertility coverage

Annual remote work stipend

Qualifications

• 3+ years of experience in technical account management or senior support.
• Strong background in compensation data and human resources.
• Experience with CRM and support ticketing systems.

Responsibilities

• Build and maintain strong relationships with customers.
• Provide expert guidance and technical support.
• Collaborate with sales for upsell opportunities.

Skills

Technical expertise

Customer-centric mindset

Excellent communication skills

Problem-solving

Education

Bachelor's degree in Human Resources, Compensation, Data Analytics, or related field

Tools

Salesforce

Atlassian Tools

Excel

Tableau

Job description

We are seeking a highly qualified and motivated Technical Account Manager (TAM) to join our Customer Support team. The TAM will serve as a trusted technical advisor and advocate for our customers, ensuring they derive maximum value from our solutions. This role requires a blend of technical expertise, customer-centric mindset, and excellent communication skills to drive customer satisfaction, retention, and growth.

Key Responsibilities:

Customer Relationship Management:

• Build and maintain strong, long-lasting relationships with key stakeholders within customer organizations.
• Act as the primary point of contact for technical inquiries and escalations.
• Balance dedicated customers with servicing other non-dedicated customers.

Technical Advisory and Support:

• Provide expert guidance on product capabilities, best practices, and effective strategies.
• Assist customers in troubleshooting and resolving technical issues promptly.
• Conduct regular technical reviews and health checks to ensure optimal performance and usage of Payscale’s solutions.
• Work with customers to understand custom training needs and help develop a training program.

Account Management:

• Collaborate with sales and customer success teams to identify opportunities for upsell and cross-sell.
• Develop and execute account plans to achieve customer support metrics and drive business outcomes.
• Monitor customer usage and adoption metrics, proactively addressing any concerns or potential churn risks.
• Analyze customers’ needs and suggest upgrades or additional features to meet their requirements.

Product Feedback and Improvement:

• Gather and relay customer feedback to the product development team to influence product roadmap and potential new features or enhancements.
• Report on product performance.

Documentation and Reporting:

• Maintain accurate and up-to-date records of customer interactions, technical issues, and resolutions.
• Provide regular status reports to internal stakeholders on account health, technical challenges, and opportunities.
• Contribute to the Company Knowledge Base

Qualifications:

• Bachelor’s degree in Human Resources, Compensation, Data Analytics, Information Systems or a related field.
• 3+ years of experience in a technical account management or senior support position
• 3+ years in a human resources or compensation professional role ideally within the SaaS or compensation industry.
• Strong technical background with expertise in compensation data, survey data, HCM systems, APIs, SFTPs, and SSO.
• Experience with CRM and support ticketing systems (e.g., Salesforce, Atlassian Tools).
• Advanced Excel skills and knowledge of Tableau.
• Familiarity or experience with Payfactors and/or MarketPay.
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues in a timely manner.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
• Proven ability to manage multiple accounts and prioritize tasks effectively.
• Customer-centric mindset with a passion for delivering exceptional service and support.

Compensation

In the spirit of pay transparency, we are excited to share the base salary range for this position is $86,200 - $129,400, exclusive of fringe benefits or potential bonuses. This position is also eligible for an annual corporate bonus of 10%. If you are hired at Payscale, your final base salary compensation will be determined based on factors such as skills, education, and/or experience. In addition to those factors – we believe in the importance of pay equity and consider any internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package (more information on benefits listed below).

About Payscale

Payscale stands at the forefront of compensation data technology, pioneering an innovative approach that harnesses advanced AI and up-to-date and reliable market data to align employee and employer expectations. With its suite of solutions—Payfactors, Marketpay, and Paycycle—Payscale empowers 65% of Fortune 500 companies to make strategic compensation decisions. Organizations like Panasonic, ZoomInfo, Chipotle, AccentCare, University of Washington, American Airlines, and Rite Aid rely on its unique combination of actionable data and insights, experienced compensation services, and scalable software to drive business success. By partnering with Payscale, businesses can make confident compensation decisions that fuel growth for both their organization and their people.

Create confidence in your compensation. Payscale.

To learn more, visit www.payscale.com.

Location

Payscale has an employee centric remote-first model that provides you the flexibility to do your best work in a space that supports you, while also finding time to collaborate in person for the moments that matter.

In our remote-first model, employees can work from the location that works best for them. We do not have centralized corporate offices.Employees can choose to work from home, in company-paid co-working spaces, or any combination of the two that best suits their unique needs.

If you work from home, we recommend ensuring that you can meet the following technology, equipment and workspace requirements:

• High-Speed Internet - A stable broadband or fiber connection (satellite is highly discouraged) with a minimum speed of 100 Mbps in a dedicated workspace that has a reliable Wi-Fi signal.
• Device for Multifactor Authentication (MFA/2FA) - smartphone, tablet, etc.

When it matters (usually no more than a few times a year) we take the time to gather for in-person events.

Payscale has employees across the US, Canada, and the UK, however we are currently unable to hire in the Quebec Province, Northern Ireland, and Hawaii.

Benefits and Perks

All around awesome culture where together we strive to live our 5 values:

• Data informed decision making.
• Customer first. Always
• Succeed together.
• Relentless about results. Obsessed with excellence.
• Lead the change. Shape the standard.

An open and inclusive environment where you’ll learn and grow through programs and resources like:

• Monthly companyAllHands meetings
• Regular opportunities for executive leadership exposurethrough things like AMAs
• Access to continued learning & development opportunities
• Our commitment to a continuous feedback culture which allows us to drive performance and careergrowth
• A growing network ofEmployeeResourceGroups
• Company sponsored volunteerhours
• And more!

Our more standard benefits

• Flex Paid Time Off, giving you flexibility to rest, relax and recharge away from work
• 14 Paid Company Holidays, including 2 floating holidays (you choose!)
• A comprehensive benefits plan including medical, dental, life, vision, disability, and life insurance covered up to 100% by Payscale
• Unlimited infertility coverage benefits through our medical plans
• Additional supplemental health benefits offered to you and your family
• 401(k) retirement program with a fully vested immediate company match
• 16 weeks of paid parental leave for birthing or non-birthing parents
• Health Savings Account (HSA) options and company contribution each pay period
• Flexible Spending Account (FSA) options for pre-tax employee allocations
• Annual remote work stipend to be used on wellness or home office equipment

We know theconfidence gapandimposter syndromecan get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

Equal Opportunity Employer:

We embrace equal employmentopportunity.Payscaleis committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discriminationon the basis ofrace, color, religion, sex, age, national origin, or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology, and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs.

Fraud Alert:

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