Senior Technical Account Manager

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 Technical Account Manager (TAM) to join our rapidly scaling TAM team. As part of our dedicated Customer Success organization, you will work closely with our rapidly scaling and maturing customers to understand their needs, demonstrate where Rippling can solve their problems, and help drive their adoption of Rippling’s product suite. You will own the key admin relationships, and be responsible for turning customers into long-term champions, developing account strategy, and enabling Rippling’s customers, all while providing an impeccable customer experience along the way. If you are a self-starter, find yourself constantly taking on new challenges, working feverishly until you find solutions, and pride yourself in providing an excellent customer experience, you're in the right place!

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 30+ TAMs - spread across more than 15 states in the US - partners cross-functionally from account management to product to engineering and more. Since the TAM team’s inception, we have partnered with hundreds of customers ensuring their adoption of key Rippling products and success on our platform.

Please note we will not be hiring in the San Francisco Bay Area or New York City Metro.

What you will do

• Build long-lasting relationships by owning a book of business of our enterprise customers, building relationships with your key stakeholders, and building advocates by providing an above-and-beyond customer experience
• Offering white glove guidance through key customer milestones such as open enrollment, end of year payroll filing, and company wide re-orgs
• Increase adoption by driving customer adoption of key features, new product releases, and best practices
• Triage critical customer issues to resolution 
• Ensure customers feel well supported with your sense of urgency and advocacy for their questions, issues, and escalations
• Work directly with customers to understand their HR, payroll, benefits administration, and IT workflows 
• Master the Rippling product suite, and the nuances of our offerings
• Work cross functionally with internal Rippling partners in support, product, and engineering
• Identify and qualify add-on opportunities and support renewal negotiations in partnership with your Account Manager counterparts
• Act as the escalation contact for critical incidents impacting customers
• Collaborate with Support and Engineering to ensure rapid resolution, delivering full root-cause analyses (RCA) post-incident
• Proactively communicate with clients during high-impact issues, maintaining transparency

What you will need

• 4+ years of work experience at a SaaS company in a customer-facing role
• Preferred: Experience working at a technology-focuse