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

The Technical Account Consulting Manager (TAC) works with all of our accounts to assist in understanding their life cycle events, demonstrate where Rippling can solve their business needs, and ensure retention of key accounts. TACs are the experts in their product area which makes them responsible for turning customers into long-term champions, 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 product understanding and advocacy across a team with a number of different specialties. The ideal candidate is a customer-obsessed strategist, eager to build and mentor a team of incredible TACs.

What you will do 

• Manage a team of highly motivated, customer-focused TACs to ensure the product adoption and lifecycle events are met with satisfaction of all accounts
• • Thought partner with TACs and build playbooks for effective engagement strategy
  • Develop senior-level relationships with customers
  • Serve as a point of escalation for team’s engaged accounts
  • Ensure the team is trained and confident in Rippling product capabilities
  • Responsibly manage TAC bandwidth and engagement assignments
  • Participate in the 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 needs
• • Be seen as a leading voice with Product stakeholders to incorporate voice of the customer into Rippling’s roadmap
  • Partner with other team leaders to ensure the customers are supported in times of escalation
  • Partner with Support to mitigate escalations

• Build TAC team processes and culture 
• • Measure team impact and prioritize CX lifecycle events
  • Constantly iterate and improve TAC workflows and optimize process inefficiencies
  • Collaborate with the broader TAM leadership team on quarterly kickoffs, offsites, team-building events, and more to foster a strong team culture
  • Partner with internal resources to improve team dashboarding, metrics, and reporting

What you will need

• 5+ years of SaaS experience in a customer-facing role
• 3+ years of management experience; passion for supporting and guiding a team’s growth, career progress, and job performance
• Expertise in solution-oriented customer facing roles (i.e. Solutions Consulting, Sales Engineer, Professional Services, or Customer Success)
• Industry experience (HR, Payroll, and/or IT) preferred
• Ruthless prioritization and time management
• Boundless energy to help your team and our 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 Information

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accomodations@rippling.com

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 defined 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.

This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.

A 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 below.