Implementation Manager, Consultative (Mid-Market)

Rippling provides a unified platform for managing HR, IT, and Finance systems. The Implementation Manager will consult with mid-market customers to implement and drive adoption of Rippling products, manage projects from start to finish, and help clients achieve their business objectives. The role also partners with internal teams to ensure customer success and improve implementation processes.

Responsibilities:

• Partner one-on-one with clients to develop custom plans and implement the Rippling products they have purchased across HR, Payroll, Benefits Administration, IT platform, and various other products tailored to the customer’s specific business objectives
• Proactively manage the implementation process end-to-end, consulting with customers to align on target timelines and specific goals, ensuring that each milestone meets their operational needs
• Drive adoption of purchased products providing bespoke guidance, best practices, and insights that empower clients to maximize the platform’s capabilities
• Partner with Sales, Account Management, Technical Account Management, and Support to ensure seamless hand-offs and long-term customer success
• Collaborate closely with Product and Engineering to offer feedback on customer insights, partner on technical issues, and advocate for product enhancements that align with customer needs and industry trends
• Collaborate with internal teams in the development of processes and best practices which integrates customer feedback and learnings to increase operational efficiency and success

Requirements:

• 2+ years of hands-on experience in Implementation and/or Customer Experience at a rapidly growing SaaS company
• Proven project management experience, deploying multiple projects simultaneously in a fast-paced environment
• Stellar communication, presentation, and relationship-building skills along with a deep commitment to driving an exceptional customer experience
• Ability to effectively collaborate with partners across Sales, CX, Product, and Engineering teams
• 1+ years experience in a customer-facing position within the HCM or IT space (HR, Payroll, Benefits, Identity Management, Device Management,  etc)