Senior Director, Technical Account Management, Strategic/Enterprise

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 $1.2B 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

Our Technical Account Managers (TAM) partner 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.

*This role is open to fully remote US, Hybrid SF Office or NY Office locations

What you will do

• Manage a team of highly motivated, customer-focused TAMs that support our Strategic and Enterprise customers 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 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 strategize on customer support for major lifecycle events
• 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

• High performing leader with 10-15  years of people management experience
• Experience managing managers for at least 5+ years
• Experience in account management or customer success
• Specifically you have worked with enterprise-level and large strategic customers for 3+ years.
• Willingness to travel domestically up to 25% for customer engagements and team meetings.customers 
• Understands how to manage adoptions goals and renewals 
• 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
• Bonus: 2+ years of experience in HR, Payroll or Insurance Brokerage
• Internal candidates: Must have been at Rippling for at least 9 months

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