Rippling - Manager - Implementation

Manager - Implementation

About Rippling:

Rippling is the first way for businesses to manage all of their HR & IT-payroll, benefits, computers, apps, and more-in one unified workforce platform.

By connecting every workforce system to a single source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employee's payroll, health insurance, work computer, and third-party apps-like Slack, Zoom, and Office 365-all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.2B from the world's top investors-including Kleiner Perkins, Founders Fund, Sequoia, Bedrock, and Greenoaks-and was named one of America's best startup employers by Forbes (#12 out of 500)

About the role:

This is an exciting opportunity to be a foundational People Manager of Rippling's Implementation team, with a focus on working with customers based in the North America region.

Rippling believes that we can change the way small businesses manage HR & IT programs globally. You will manage a team of Implementation Analysts located in Bangalore, who own the customer experience from project kick-off through launch. Through customer education and one-on-one advising, Implementation Analysts ensure customers are set up for success with the Rippling products they have purchased.

In addition to your core role as People Manager, you will also have the opportunity to take on cross-functional projects and show individual strengths, from product to client experience. Your work will ensure that our front-line implementation managers are properly supported to provide a seamless implementation experience!

What you will do:

- Own a team of Implementation Analysts, located in Bangalore each managing a book of 30-60 customer implementations.

- Support employee career growth through coaching and mentoring

- Monitor the health of our KPIs (CSAT, SLAs, etc)

- Lead your team to hit KPIs through proactive tracking and mitigation

- Serve as an escalation contact internally and externally

- Measure the effectiveness and quality of our implementation experience, continuously suggesting improvements against our core KPIs

- Actively participate in the hiring and onboarding of team members

- Monitor team capacity and recommend data-backed (quantitative and qualitative) solutions from people to process to product

- Instrument implementation workflows and optimise process inefficiencies

- Design new processes.

- Collaborate with sales on presale requirements and with CX on exit gates

- Build and document playbooks, email templates, etc - own the end to end Global products implementation workflow

What you will need:

- Minimum of 5 years experience in implementation, technical account management, or customer success at a fast-paced SaaS company.

- Experience onboarding employees into an implementation role

- Minimum of 2 years of team management experience as a lead or direct manager with mentorship /coaching responsibility.

- Proven project management experience delegating multiple projects simultaneously and on time in a fast-paced environment. Nothing slips through the cracks.

- Creative about finding solutions: You are relentless in searching documentation, creating documentation, and asking "What if questions." You push others to do the same.

- Confidently navigate multiple external stakeholders that can range from executives to front-line staff in IT, to Operations, to HR, to Finance.

- Comfortable working and delegating in an autonomous environment, can expertly prioritize, and have a knack for identifying internal and external blocker

Bonus:

- Experience in a customer-facing position within the HCM space (HR,Payroll, Benefits, ETC).

- Proficient in tools such as JIRA, SFDC, G Suite, Outreach, Mac Computers

- Experience with payroll implementation