Manager, Technical Account Consulting (Mergers & Acquisitions)

About the role

We are looking for a seasoned leader to manage our Mergers & Acquisitions (M&A) Technical Account Consulting (TAC) team. This role is crucial for defining Rippling’s M&A implementation framework to retain existing customers while driving operational excellence to achieve margin targets.

Responsibilities

• Team Leadership & Development: Lead, coach, and mentor a team of M&A Technical Account Consultants (TACs), driving high performance, growth, and career progression opportunities.
• Standard Operating Procedures & Implementation Framework: Develop comprehensive implementation playbooks tailored to typical M&A business cases, following structured SaaS implementation lifecycles. Define processes encompassing technical discovery, systems and process architecture, data migration, configuration and integration builds, testing, go-live, hypercare support, and the decommissioning of legacy systems.
• Project Execution & Management: Oversee the team’s execution of complex, paid M&A services, including leading pre-Sales activities of SOW creation and closure, maintaining oversight of overall project health scores, and proactively managing and mitigating high-priority customer escalations.
• Resource Allocation & Planning: Manage team capacity, project requests, and forecasting across multiple concurrent, complex engagements, ensuring efficient use of resources to meet margin targets. Lead headcount planning and estimation model development to secure the necessary resources for future business growth and project volume.
• Cross-Functional Strategy: Collaborate with Product, Engineering, Sales, Support, Implementation, and Technical Account Management teams to ensure strategic process alignment, provide customer feedback to continuously innovate product functionality, and advocate for the team’s needs to service M&A activities and retain Rippling customers.
• Strategic Customer & Internal Engagement: Own high-impact customer interactions throughout the implementation lifecycle. Partner with Account Management on pre-Sales activities, including technical qualification, solution presentation, and contract negotiation. Act as the primary client-facing escalation point to resolve and simplify technically complex issues. Maintain strong internal influence to shape the product roadmap and technical tools based on customer needs. Drive long-term customer retention by delivering solutions that accelerate product adoption and ensure the achievement of strategic business objectives.
• Performance Metrics: Ensure team adherence to the margin target by optimizing resource allocation and project efficiency. Track, monitor, and continuously improve performance against KPIs such as utilization rates, engagement Time-to-Close (TTC), and customer satisfaction (CSAT).

Requirements

• Subject Matter Expertise: 5+ years proven experience managing B2B SaaS/HR-Tech/FinTech Implementation, Consulting, or Professional Services projects. Mergers & Acquisitions and Multi-EIN projects a plus.
• Leadership: 3+ years of professional experience leading, coaching, and mentoring a team.
• Executive Presence: Exceptional communication & conflict resolution skills that allow for the resolution of internal technical challenges, strong cross-functional stakeholder influence, and direct management of high-stakes customer relationships.
• Expert Program Management: Skilled in directing various internal strategic initiatives while simultaneously overseeing high-impact external customer engagements.
• Operational Process Design: Demonstrated ability to develop, implement, and continuously improve technical and operational processes and playbooks.
• Prioritization: Ruthless prioritization, expert organizational and time management skills to excel in a fast-paced and ever-changing environment.
• Problem Solving: Strong attention to detail and ability to solve complex, interdependent problems.