Manager, Implementation (Global Payroll)

About the role

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.

What you will do

• 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

What you will need

• 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
• 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

Requirements

• Experience with SaaS products and services
• Ability to lead and mentor a team
• Proven track record of driving customer satisfaction and engagement
• Excellent problem-solving and critical thinking skills
• Strong organizational and time management skills

Benefits

We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.

Pay

The pay range for this role is:

• 111,000 - 171,000 USD per year (US Tier 1)
• 99,900 - 153,900 USD per year (US Tier 2)
• 94,350 - 145,350 USD per year (US Tier 3)

Schedule

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.

Skills

• Customer Success
• Team Leadership
• Problem Solving
• Time Management
• Attention to Detail

Benefits

We are 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

Implementation

• Seattle, WA
• New York, NY
• San Francisco, CA
• Austin, TX
• Remote (United States)