About the role
The Mid-Market Technical Account Manager (TAM) partners with our large and growing 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.
What you will do
Partner cross-functionally to advocate for your team’s strategic customer 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
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
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 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
The pay range for this role is:
95,000 - 120,000 USD per year (US Tier 2)
90,000 - 115,000 USD per year (US Tier 3)
Technical Account Management
Remote (United States)
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