Job Details

About Rippling

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.

The Role

The Technical Account Manager (TAM) - Manager partners with our largest and most strategic accounts to understand their needs, demonstrate where Rippling can solve their business needs, and ensure retention of key accounts. TAMs own the key admin relationships and are responsible for turning customers into long-term champions, developing account strategy, and providing enablement and optimization best practices, all while providing an impeccable customer experience.

Leading this team will challenge your ability to context-switch from high level customer strategy to tactical account level escalations and retention opportunities. The ideal candidate is a customer-obsessed strategist, eager to build and mentor a team of TAMs.

What You Will Do

• Manage a team of highly motivated, customer-focused TAMs to ensure the overall health and satisfaction of strategic accounts in our broker partner channel

• Thought partner with TAMs and build playbooks for effective customer strategy
• Develop senior-level relationships with customers
• Serve as a point of escalation for team's accounts
• Ensure the team is trained and confident in Rippling product capabilities
• Own ongoing TAM account assignments
• Participate in recruiting process, from sourcing to hire
• Drive customer adoption of key features and best practices
• Meet with team members weekly to stay close on updates for key accounts
• Performance manage to ensure your team's success

• Partner cross-functionally to advocate for your team's customer and partner needs
• Collaborate with Product to incorporate voice of the customer into Rippling's roadmap
• Partner with other team leaders to ensure the customer is supported in times of escalation
• Partner with Support to mitigate escalations
• Collaborate with other team leaders to strategize on customer support for major lifecycle events

• Build TAM team processes and culture
• Measure team impact and prioritize CX lifecycle events
• Constantly iterate and improve TAM workflows and optimize process inefficiencies
• Collaborate with leadership team on quarterly kickoffs, offsites, team building events, and more to foster a strong team culture

What You Will Need

• 5+ years of SaaS experience in a customer-facing role
• 2+ years of management experience; passion for supporting and guiding a team's growth, career progress, and job performance
• Expertise in account management and customer success best practices
• Ruthless prioritization and time management
• Boundless energy to help your team and your customers, with a can-do attitude
• Strong attention to detail and ability to solve complex, interdependent problems
• Flexibility to thrive in a fast-paced organization with dynamic responsibilities
• Bonus: 1+ years of experience in HR, Payroll or Insurance Brokerage
• Internal candidates: Must have been at Rippling for at least 9 months

About The Role - Added Context

Rippling is based in San Francisco, CA. This role will work with the largest and strategic accounts, driving retention and customer success across the organization.

Additional Information

Rippling is an equal opportunity employer. We are committed to diversity and inclusion and do not discriminate based on any protected characteristics. Rippling provides reasonable accommodations for candidates with disabilities. To request accommodations, email ...@rippling.com

The pay range for this role is 110,800.00 - 155,000.00 USD per year (US Tier 1); 100,800.00 - 140,000.00 USD per year (US Tier 2); 90,700.00 - 130,000.00 USD per year (US Tier 3).