Implementation Manager
Leads end-to-end HR and payroll software implementations for SMB, mid-market, and enterprise customers, coordinating projects from kickoff through go-live. The role requires strong customer communication, prioritization, and problem-solving skills, with HRIS and Australian payroll experience desirable.
About the job
Responsibilities
- Lead end-to-end implementations and onboarding for SMB, mid-market, and enterprise customers.
- Partner one-on-one with customers to transform HR and payroll operations and accelerate time to value.
- Become a Rippling product expert and translate complex technical features into intuitive customer solutions.
- Manage multiple client implementations simultaneously, maintaining project velocity and keeping projects on track through go-live.
- Work collaboratively with Sales, Account Management, Product, and other customer experience teams.
- Advocate for customers and manage critical conversations and escalations.
- Drive product adoption and maintain high customer satisfaction.
Requirements
- Strong customer advocacy and engagement skills, including the ability to work with HR managers, payroll specialists, and C-suite executives.
- Proven ability to manage multiple priorities in an autonomous, ambiguous environment.
- Clear communication skills and the ability to distill complex information into actionable steps.
- Resilient, proactive, and willing to research documentation to find solutions.
- Experience with HRIS and Australian payroll is desirable but not required.
Nice-to-Haves
- Experience in a fast-paced SaaS environment, particularly implementation, technical account management, or customer success.
- Familiarity with Jira, Salesforce, or Google Workspace.
Compensation and Benefits
- Hybrid office model requiring three days per week in the Sydney office.
Skills
HRIS, Australian Payroll, SaaS, Jira, Salesforce, Google Workspace, Project Management, Customer Success
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