Technical Account Manager
Own customer relationships, retention, adoption, and issue resolution for Rippling’s Australian customers while advising global customers expanding into Australia. The role requires 3+ years in a customer-facing SaaS role, account management experience, and strong payroll or HR technology knowledge.
About the job
Responsibilities
- Ensure customer satisfaction for Australia-based customers and own retention of a book of business.
- Serve as a global subject matter expert for customers expanding into Australia.
- Build cross-functional partnerships and represent the voice of the customer.
- Drive adoption of key features, product releases, and best practices.
- Prioritize and resolve critical customer issues and escalations.
- Act as the dedicated liaison for customer questions, issues, and escalations.
- Understand and optimize customers’ HR, payroll, benefits administration, and IT workflows.
- Master Rippling’s product suite to provide comprehensive customer advice.
Requirements
- 3+ years of experience at a SaaS company in a customer-facing role.
- Experience as an account manager managing a scaled book of business.
- Strong customer relationship-building skills.
- Excellent time-management, prioritization, written communication, and verbal communication skills.
- Ability to adapt to changing responsibilities and work effectively in a fast-growing team.
- Passion for enabling customers and internal teams.
- Interest in working actively with product and engineering teams.
Nice to Have
- Payroll experience.
- HRIS or other HR/HCM SaaS experience.
Work Arrangement
- Hybrid role requiring three days per week in the Sydney office.
Skills
SaaS, Payroll, HRIS, Hr/Hcm Saas, Account Management, Customer Relationship Management, Benefits Administration, It Workflows, Product Adoption
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