Job Description
- Manage the comprehensive onboarding for all Payscale customers (including new business, renewals, upsells, and add-on products) to ensure customers receive a highly organized program with detailed goals, timelines, and processes. Serve as primary point of contact for customers during onboarding and implementation phase of the customer lifecycle.
- Build strategies to ensure customers in all customer segments are onboarding within the defined SLAs. Coordinate communication with other areas of the business to ensure a streamlined approach for each and every customer.
- Work directly with customer to set appropriate expectations, address customer goals, determine target dates, manage customer tasks, and provide regular project updates during the onboardng phase of the customer lifecycle.
- Collaborate with the customer org teams including customer success, customer education, implementation, and comp services to create a streamlined and cohesive approach that allows customers to get successfully implemented and trained.
- Manage multiple simultaneous onboarding projects at one time, balancing priorities of business results, customer satisfaction, and technical quality. This includes being an asset to the Customer Success Manager, Education Manager, and Implementation Manager while being an advocate for the customer.
- Provide best practices and mentorship to customer on how best to implement Payscale’s suite of products and solutions. Provide thought leadership with regards to overcoming challenges the customer is facing.
- Ensure appropriate handoff of new accounts to the Customer Success Manager and/or the Customer Support Team. Build out a standardized information flow/transition document to prepare the CSM and Support team for success, including documenting wins and challenges the customer faced during the onboarding process.
- Serve as the primary owner of Customer Journey tasks in Salesforce. Document all steps and touchpoints as appropriate.
- Perform a wide variety of professional tasks, which demand a high level of creativity and imagination, as well as a thorough knowledge of the applicable needs and expectations of employees/customers.
- Exercise best in class customer service methods to deliver white glove onboarding experiences to high value customers as identified by the Executive Leadership team.
- Rapidly adapt to the needs of the team and the organization with a superior ability to quickly learn new products, processes, and systems
- BA/BS degree. At least 5+ years of experience in customer onboarding/customer success/customer implementation and/or project management, ideally in a SaaS environment.
- Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes.
- Highly collaborative, organized, and execution-oriented with strong presentation skills.
- Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work.
- Excellent problem-solving skills and ability to be flexible to project situations. Ability to research, analyze and provide a solution to newly identified issues.
- Experience developing, installing, training, and/or supporting B2B solutions (previous experience with Payscale products strongly preferred).
- Highly familiar with Payscale tech stack, including Salesforce CRM, Gainsight Customer Success Software, Microsoft Office, and Slack.
- Able to be successful in a fast-paced environment that rewards hard work and self-motivation.
- Superior relationship and communication skills (both verbal and written).
Compensation
In the spirit of pay transparency, we are excited to share the base salary range for this position is $77,600 - $116,400, 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).
Company Description
Location
Payscale has an employee centric remote-first model, providing flexibility to do your best work in a space that supports you and finding time to collaborate in person for the moments that matter. Payscale has employees across the US, Canada, and the UK with unlimited access to WeWork and Regus spaces. We are unable to hire in the Quebec Province, Northern Ireland, and Hawaii at this time.
Benefits and Perks
All around awesome culture where together we strive to live our 5 values:
- Respect every individual, work as a team
- Be Customer first, customer centric
- Have a Bias towards action
- Commit to excellence (we give our best everyday)
- Make Data driven decisions
An open and inclusive culture where you’ll learn and grow through programs and resources like:
- Monthly company All Hands meetings
- Regular opportunities for executive leadership exposure through things like AMAs
- Access to continued learning & development opportunities with dedicated quarterly learning hours and courses offered via Workramp
- Our commitment to a continuous feedback culture which allows us to drive performance and career growth
- A growing network of employee resource groups
- And more!
Our more standard benefits (US)
- Flex Paid Time Off, giving you flexibility to rest, relax and recharge away from work.
- 15 Paid Company Holidays, including an extended Fourth of July break, World Mental Health Day, and Juneteenth
- A comprehensive benefits plan including medical, dental, life, vision, disability, and life insurance covered up to 100% by Payscale
- 401(k) retirement program with a fully vested immediate company match
- 12 weeks of paid parental leave for birthing or non-birthing parents
- Unlimited Infertility coverage benefits through our medical plans
- Health Savings Account (HSA) options and company contribution each pay period
- Flexible Spending Account (FSA) options for pre-tax employee allocations
Equal Opportunity Employer:
We embrace equal employment opportunity. Payscale is 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 discrimination on the basis of race, 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.
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