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Manager, Technical Account Management, Mid-Market

Rippling

Rippling

IT, Sales & Business Development
Remote
Posted on Wednesday, February 14, 2024
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
The Mid-Market Technical Account Manager (TAM) partners with our large and growing 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 along the way.

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

What you will do

  • Manage a team of highly motivated, customer-focused TAMs to ensure the overall health and satisfaction of mid-market 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 strategic customer 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

  • 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 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...all 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