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RipplingRipplingUnited States

Manager, Implementation

First-line manager coaching and developing a team of 6-8 Implementation Managers at Rippling. Responsibilities include resolving customer escalations, driving feature adoption, improving processes and KPIs, and collaborating cross-functionally with Sales, Product, Engineering, and Support for seamless onboarding. Requires 5+ years SaaS experience in implementation/customer success and 2+ years leading a team.

92k – 171k
Remote5+ 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

Compensation

The pay range for this role is:

  • $108,000 - $171,000 USD per year (US Tier 1)
  • $97,200 - $153,900 USD per year (US Tier 2)
  • $91,800 - $145,350 USD per year (US Tier 3)

This role will receive a competitive salary + benefits + equity. A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location.

Skills

SaaSImplementationCustomer SuccessProfessional ServicesTeam LeadershipCross-Functional CollaborationProcess ImprovementCustomer Escalation ManagementProduct FeedbackMetrics Tracking
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