Customer Success Strategist

6 days ago


San Francisco, California, United States Rippling Full time
About Rippling

Rippling is a leading provider of cloud-based human capital management (HCM) solutions, offering a comprehensive platform that streamlines HR, IT, and finance operations for businesses of all sizes.

Our mission is to empower organizations to manage and automate every aspect of the employee lifecycle, from onboarding to offboarding, in a single, intuitive system.

About the Role

We are seeking an experienced Technical Account Manager to join our team, responsible for partnering with our large and growing accounts to understand their needs, demonstrate the value of our solutions, and ensure retention of key customers.

The ideal candidate will have a proven track record of success in account management and customer success, with a strong understanding of the HCM industry and a passion for delivering exceptional customer experiences.

Key Responsibilities
  • Manage a team of highly motivated, customer-focused Technical Account Managers to ensure the overall health and satisfaction of mid-market accounts in our broker partner channel.
  • Thought partner with TAMs and build playbooks for effective customer strategy, including developing senior-level relationships with customers, serving as a point of escalation for team's accounts, and ensuring the team is trained and confident in Rippling product capabilities.
  • Partner cross-functionally to advocate for your team's strategic customer needs, collaborating with Product to incorporate voice of the customer into Rippling's roadmap, partnering with other team leaders to ensure the customer is supported in times of escalation, and partnering with Support to mitigate escalations.
  • Build TAM team processes and culture, including measuring team impact and prioritizing CX lifecycle events, constantly iterating and improving TAM workflows and optimizing process inefficiencies, and collaborating with leadership team on quarterly kickoffs, offsites, team building events, and more to foster a strong team culture.
Requirements
  • 5+ years of SaaS experience in customer-facing role, with a strong understanding of the HCM industry and a passion for delivering exceptional customer experiences.
  • 2+ years of management experience, with a proven track record of success in account management and customer success.
  • Expertise in account management and customer success best practices, including ruthless prioritization and time management, boundless energy to help your team and your customers, and strong attention to detail and ability to solve complex, interdependent problems.
  • Flexibility to thrive in a fast-paced organization with dynamic responsibilities, with a strong ability to adapt to changing priorities and deadlines.


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