Manager, Technical Account Management (TAM)

About the role

The Customer Success team (Internally called: 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 optimisation 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 in our broker partner channel

Thought partner with TAMs and build playbooks for effective customer strategy

Develop senior-level relationships with customers

Serve as a point of escalation for team’s accounts

Ensure the team is trained and confident in Rippling product capabilities

Own ongoing TAM account assignments

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

Performance manage to ensure your team’s success

Partner cross-functionally to advocate for your team’s customer and partner needs

Collaborate with Product to incorporate voice of the customer into Rippling’s roadmap

Partner with other team leaders to ensure the customer is supported in times of escalation

Partner with Support to mitigate escalations

Collaborate with other team leaders to strategies on customer support for major lifecycle events

Build TAM team processes and culture

Measure team impact and prioritise CX lifecycle events

Constantly iterate and improve TAM workflows and optimise 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 prioritisation 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 organisation with dynamic responsibilities

Bonus: 1+ years of experience in HR, Payroll or Insurance Brokerage

About Rippling

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.