Rippling - Manager - Implementation

Description:

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B+ from the worlds top investorsincluding Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrockand was named one of America's best startup employers by Forbes.

About the role:

We are looking for a seasoned customer success leader to join our Implementation team. As a first line manager, you will coach and develop a team of 6-8 Implementation Managers, engage on high priority customers and drive improvement on key metrics. You will also coordinate cross-functionally with our Sales, Product & Engineering and Customer Support teams to ensure a seamless customer onboarding experience

What you will do:

- Develop Implementation Managers through hands-on coaching and mentorship

- Support hiring & onboarding of new Implementation Managers

- Successfully resolve customer escalations for maximum satisfaction and positive relationships

- Drive customer adoption of key features and best practices

- Continuously evaluate, improve, and streamline internal processes for increased simplicity and efficiency

- Track, monitor & continuously improve performance on key metrics & KPIs

- Collaborate cross-functionally with Rippling Sales, Technical Account Management and Support teams to create a seamless customer journey

- Collaborate with Product & Engineering to continuously improve product functionality based on customer feedback in Implementation

What you will need:

- 5+ years of SaaS experience in professional services, implementation, or customer success

- 2+ years of professional experience leading a team; passion for supporting and guiding a teams growth, career progress, and job performance

- Ruthless prioritization and time management

- Boundless energy to help your team and your customers...all with a can-do attitude!

- Strong attention to detail and ability to solve complex, interdependent problems

- Flexible to scaling and changing organizations and responsibilities