Implementation Manager, Cross-Sell

Responsibilities

• Partner one-on-one with clients to develop custom plans and implement Rippling products across HR, Payroll, Benefits Administration, IT platform, and other products tailored to the customer’s specific business objectives.
• Proactively manage the implementation process end-to-end, consulting with customers to align on target timelines and specific goals, ensuring that each milestone meets their operational needs.
• Drive adoption of purchased products by providing bespoke guidance, best practices, and insights that empower clients to maximize the platform’s capabilities.
• Partner with Sales, Account Management, Technical Account Management, and Support to ensure seamless hand-offs and long-term customer success.
• Collaborate closely with Product and Engineering to offer feedback on customer insights, partner on technical issues, and advocate for product enhancements.
• Collaborate with internal teams in the development of processes and best practices which integrates customer feedback and learnings to increase operational efficiency and success.

Requirements

• 1+ years of hands-on experience in Implementation and/or Customer Experience at a rapidly growing SaaS company.
• Proven project management experience, deploying multiple projects simultaneously in a fast-paced environment.
• Stellar communication, presentation, and relationship-building skills along with a deep commitment to driving an exceptional customer experience.
• Ability to effectively collaborate with partners across Sales, CX, Product, and Engineering teams.

Nice-to-Haves

• 1+ years experience in a customer-facing position within the HCM or IT space (HR, Payroll, Benefits, Identity Management, Device Management, etc).