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