Manager, Implementation

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. 

• →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

• →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 team’s growth, career progress, and job performance
• →Expert project management skills: managing complex timelines, budgets, resource constraints, and multiple concurrent enterprise projects
• →Customer Escalation Management: Proven experience managing complex customer escalations, driving timely resolution of critical issues, and collaborating cross-functionally to restore customer confidence and ensure successful implementation outcomes
• →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 organisations and responsibilities

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 defined 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.

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