Manager, Implementation (Global Payroll)
First-line manager leading 6-8 Implementation Managers for global payroll SaaS. Coaches team, resolves escalations, drives adoption, and collaborates with Sales/Product/Engineering on onboarding.
About the job
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
- This role will receive a competitive salary + benefits + equity
- Commission is not guaranteed
Skills
SaaS, Professional Services, Implementation, Customer Success, Team Leadership, Coaching, KPI Tracking, Cross-Functional Collaboration, Process Improvement, Escalation Management
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