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RipplingRipplingSeattle, WA

Manager, Broker IM

As a Manager, Broker IM, you will lead and mentor a team of Implementation Managers, resolve customer escalations, and drive customer adoption of key features. You will also collaborate with Sales, Product & Engineering, and Customer Support teams to ensure a seamless customer onboarding experience.

94k – 167k/yr
Hybrid5+ YOECustomer Success

About the role

What you will do

  • Develop Implementation Managers through hands-on coaching and mentorship
  • Support hiring & onboarding of new Implementation Managers
  • Successfully resolve customer escalations for maximum satisfaction and positive relationships
  • Drive customer adoption of key features and best practices
  • Continuously evaluate, improve, and streamline internal processes for increased simplicity and efficiency
  • Track, monitor & continuously improve performance on key metrics & KPIs
  • Collaborate cross-functionally with Rippling Sales, Technical Account Management and Support teams to create a seamless customer journey
  • Collaborate with Product & Engineering to continuously improve product functionality based on customer feedback in Implementation

What you will need

  • 5+ years of SaaS experience in professional services, implementation, or customer success
  • 2+ years of professional experience leading a team; passion for supporting and guiding a team’s growth, career progress, and job performance
  • 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
  • Flexible to scaling and changing organizations and responsibilities

Skills

SaaSProfessional ServicesImplementationCustomer SuccessCoachingMentorshipCustomer Escalation ManagementCross-Functional CollaborationProcess ImprovementKPI Tracking

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