Manager, Strategic Technical Account Management


Remote job description

About Rippling

Rippling is the first way for businesses to manage all of their HR & IT - payroll, benefits, computers, apps, and more - in one unified workforce platform.By connecting every business system to one source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employees' payroll, health insurance, work computer, and third-party apps - like Slack, Zoom, and Office 365 - all within 90 seconds.Based in San Francisco, CA, Rippling has raised $1.2B from the world's top investors - including Kleiner Perkins, Founders Fund, Sequoia, Bedrock, and Greenoaks - and was named one of America's best startup employers by Forbes (#12 out of 500).

About The Role

The Technical Account Manager (TAM) partners with our largest and most strategic accounts to understand their needs, demonstrate where Rippling can solve their business needs, and ensure retention of key accounts. TAMs own the key admin relationships and are responsible for turning customers into long-term champions, developing account strategy, and providing enablement and optimization best practices, all while providing an impeccable customer experience along the way.Leading this team will challenge your ability to context-switch from high level customer strategy to tactical account level escalations to retention opportunities on a daily basis. The ideal candidate is a customer-obsessed strategist, eager to build and mentor a team of incredible TAMs.

What You Will Do

  • Manage a team of highly motivated, customer-focused TAMs to ensure the overall health and satisfaction of strategic accounts
  • Thought partner with TAMs and build playbooks for effective customer strategy
  • Develop senior-level relationships with customers
  • Serve as a point of escalation for strategic accounts
  • Ensure the team is trained and confident in Rippling product capabilities
  • Participate in recruiting process, from sourcing to hire
  • Drive customer adoption of key features and best practices
  • Meet with team members weekly to stay close on updates for key accounts
  • Partner cross-functionally to advocate for your team's strategic customer needs
  • Collaborate with Product to incorporate voice of the customer into Rippling's roadmap
  • Partner with Support to mitigate escalations
  • Measure team impact and prioritize CX lifecycle events
  • Constantly iterate and improve TAM workflows and optimize process inefficiencies
  • Collaborate with leadership team on quarterly kickoffs, offsites, team building events, and more to foster a strong team culture
What You Will Need
  • 5+ years of SaaS experience in customer-facing role
  • 2+ years of management experience; passion for supporting and guiding a team's growth, career progress, and job performance
  • Expertise in account management and customer success best practices
  • 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
  • Flexibility to thrive in a fast paced organization with dynamic responsibilities
Additional InformationThis role will receive a competitive On-Target Earnings (base salary + sales commission) + benefits + equity. The On-Target Earnings* for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.OTE (90/10 commission split for base/variable pay):Tier 1: $104,000 - $142,000/yearTier 2: $93,000 - $128,000/yearTier 3: $88,000 - $121,000/yearA variety of factors are considered when determining someone's compensation - including a candidate's professional background, experience, and location. Final offer amounts may vary from the amounts listed above.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 40 mile 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.Show more Show less

Company name: Rippling
Remote job title: Manager, Strategic Technical Account Management
Job tags: Human Resources, Prioritization Skills, Equity

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