Stephen Geraghty

About Stephen Geraghty

Steering customer experience at Payscale, my focus is on fostering robust relationships and ensuring the highest satisfaction with our Payfactors platform. With a deep understanding of Knowledge-Centered Support, I lead initiatives that empower customers to leverage self-service tools effectively, demonstrating my commitment to customer empowerment and technical proficiency.My recent achievements include spearheading cross-functional projects that enhance user experiences and driving team performance improvements. These efforts underscore my dedication to collaborative growth and my ability to mentor and inspire, aligning with Payscale\'s mission to revolutionize compensation management through innovative SaaS solutions.

Experience

1. Senior Technical Account Manager & Ai Program Manager

   Payscale

   Mar 2026 — Present · Denver, CO, US

   Build and maintain strategic customer relationships to ensure adoption, satisfaction, and measurable value from the Payfactors platform. Partner with Customer Success and Account Management to support Executive Business Reviews, renewals, and customer relationship strategy, while providing guidance on product functionality and best practices. Serve as the voice of the customer, gathering feedback to influence product roadmap priorities.In addition to core TAM responsibilities, lead strategic AI initiatives across Payscale’s AI support ecosystem:AI Support: Own the performance, quality, and continuous improvement of chatbot, Agent Assist, and AI-driven triage solutions. Conduct quality reviews, identify knowledge gaps, improve workflows, and scale AI tools to enhance customer and agent experiences.Knowledge Management & Enablement: Develop, maintain, and optimize internal knowledge assets to support AI tools and customer self-service, ensuring accuracy, accessibility, and usability for Support and Customer Success teams.Cross-Functional Collaboration: Partner with Support, Product, Engineering, and Enablement teams to implement AI solutions responsibly, drive process improvements, and scale initiatives effectively.Mentorship & Leadership: Guide team adoption of AI tools and processes, coach on best practices, and provide insights to improve operational efficiency and support quality.

Education

• SUNY Brockport

  General Education

  2000 — 2001

• Marist University

  B.S., Business Administration, Human Resource Management

  2001 — 2004