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Senior Manager, Professional Services / Implementation Specialists

Rippling

Rippling

Sales & Business Development
Remote · United States
Posted on Friday, October 27, 2023
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.
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 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, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.
About the role
Rippling’s Professional Services team is responsible for ensuring customers transform their businesses through Rippling's Platform and the Talent Suite. Platform and Talent includes an array of products such as Compensation Bands, Recruiting, Review Cycles, Headcount Planning and more. In addition, the team includes Specialists who are experts in Rippling’s IT and Finance cloud products. 
Professional Services engagements are consultative. Our consultants deeply understand the customers’ unique needs and offer creative solutions for complex problems directly in the Rippling environment. The ideal candidate for this role has experience implementing products in the HR/Talent industry, advocates for the team and customer, and is a critical thinker/natural problem solver. They must also handle ambiguity, unstructured situations, and scale while leading a team with high standards.
What you will do
  • Design & scale the Professional Services Consultant and Specialist model in order to maximize product adoption, while partnering with Implementation leadership and Account Management leadership to create a seamless customer experience for new logo customers and for add-on products, respectively
  • Track, monitor & continuously improve performance on key metrics 
  • Develop new services packages, in collaboration with Product, Sales and Implementation, as Rippling launches new products 
  • Lead hiring & onboarding of new team members, and grow and develop the team through hands-on coaching and mentorship
  • Successfully resolve customer escalations
  • Continuously evaluate, improve, and streamline internal processes
  • Collaborate with Product & Engineering to continuously improve product functionality
  • Collaborate cross-functionally with Rippling Sales, Implementation, Technical Account Management and Support teams to create a high quality customer journey
What you will need
  • 8+ 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 team’s 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
Additional Information

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accomodations@rippling.com

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture.  For office-based employees (employees who live within a 40 mile radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.

This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.

A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.

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