Manager, Implementation Consultative (Mid-Market)

Rippling is a company that provides a unified platform for HR, IT, and Finance. They are seeking a seasoned customer success leader to manage a team of Implementation Managers, enhance customer relationships, and streamline the onboarding process for high-priority customers.

Responsibilities:

• 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

Requirements:

• 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