Technical Strategist, Customer Strategy and Ops

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

We are seeking an experienced Technical Operator to join our team. The purpose of this role is to become a fast moving, high powered technical operator supporting the post-sales GTM motion at Rippling. This role sits at the dynamic intersection of our customer lifecycle where we transition customers from an AE-led sales motion (prospect) to an AM-led sales motion (customer). Our customer base continues to rapidly grow across the world and we directly cover over 25,000 globally. Therefore this is as It is a mission critical role which requires technical expertise to understand rules of engagement (ROE), routing rules, account segmentation and custom tooling.

The role will focus on supporting two core areas: (i) Account Management and (ii) Channel (specifically our partner sales program). On the channel front you will directly partner with Sales and Post-Sales teams to define, develop, implement and oversee partner taxonomy, data hierarchies and infrastructure. This is critical to manage as these customer pathways from Sales directly feed into our Post-Sales and Account Management Teams. On the Account Management front you will partner with senior Leadership and sophisticated technical teams in RevOps, Systems and Engineering to build out our customer sales motion which covers the following three dimensions: (i) top-of-funnel (ii) cross sell and (iii) retention. Our Account Management Team is expected to deliver top of funnel growth across the customer base, drive customer ARR and renew our customers. These three motions underpin our customer growth strategy and are essential for Rippling as we scale into a multi-billion dollar ARR business.

You will be responsible for partnering with Leadership to design and deliver across a quarterly project roadmap. You will have an ownership mindset when firefighting across a wide-range of day-to-day operational asks. You will work cross-functionally with various departments to ensure efficient and streamlined systems, with a focus on supporting our business and technical needs. You will produce timely reporting with clear callouts, clear communications and critical strategy documentation (memos/decks).

What you will do

Technical Leadership:

• Serve as the primary point of contact for business systems and related teams for GTM (AM & Channel)
• Operate across systems including Salesforce, Jira, Confluence, Slack, Gong, Delighted, Outreach.
• Manage systems provisioning, permissioning, and role-based access within the organization.
• Gather and translate business requirements into technical specifications.
• Lead QA/testing of all systems changes to maintain data integrity.
• Design, test, and implement configurations for new product and process launches.
• Support real-time troubleshooting and resolution of active systems issues.

Process Design, Process Optimization & Process Performance Management

• Oversee day-to-day Salesforce data operations including maintaining data integrity and updating infrastructure.
• Develop and maintain dashboards and reports for operational and performance metrics..
• Design and document workflows for all stages of customer processes.
• Identify and prioritize process gaps and automation opportunities.
• Centralize tracking of produc