Manager, Technical Account Management (Canada)

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.

About The Role

Rippling is looking for a customer-obsessed manager to join our Technical Account Management (TAM) team. As part of our dedicated Technical Account Management organization, you will work closely with your team to support our customers located outside of the United States. The TAMs on your team will understand customer needs, demonstrate where Rippling can solve their problems, and help drive their adoption of Rippling’s product suite. Your team will own the key admin relationships, and be responsible for turning customers into long-term champions, developing account strategy, and enabling Rippling’s accounts, all while providing an impeccable customer experience along the way. If you are a self-starter, find yourself constantly taking on new challenges, working diligently until you find solutions, and pride yourself in providing an excellent customer experience, you're in the right place!

What You Will Do

• Manage a team of highly motivated, customer-focused TAMs to ensure the overall health and satisfaction of Canadian 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
  • 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 strategic customer needs
• • Share the voice of the customer with Product to drive Rippling’s product roadmap
  • Partner with other team leaders to ensure the customer is supported in times of escalation
  • Partner with Support to mitigate escalations
• Build TAM team processes and culture
• • 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

• 3+ years of management experience; passion for supporting and guiding a team’s growth and career progress and job performance
• 5+ years of SaaS experience in customer-facing role, preferably in the HRIS/payroll industry
• Fluency in French is a bonus
• 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
  
  

About The Team

The Technical Account Management team manages long-term relationships with Rippling’s growing and complex customers by becoming their trusted Rippling advisor. Our team of 100+ TAMs - spread across more than 15 states in the US and internationally - partners cross-functionally from account management to product to engineering and more. Since the TAM team’s inception, we have partnered with thousands of customers ensuring their adoption of key Rippling products and success on our platform.