Manager, Technical Account Management

Responsibilities

• Manage a team of customer-focused Technical Account Managers (TAMs) supporting strategic accounts in the broker partner channel.
• Partner with TAMs to build effective customer-strategy playbooks.
• Develop senior-level customer relationships.
• Serve as an escalation point for the team's accounts.
• Train the team on Rippling product capabilities.
• Own ongoing TAM account assignments.
• Participate in recruiting from sourcing through hiring.
• Drive customer adoption of key features and best practices.
• Meet weekly with team members to review key-account updates.
• Performance-manage the team to support its success.
• Advocate cross-functionally for customer and partner needs.
• Collaborate with Product to incorporate customer feedback into the product roadmap.
• Partner with team leaders and Support to manage customer escalations.
• Coordinate customer support for major lifecycle events.
• Build TAM team processes and culture.
• Measure team impact and prioritize customer-experience lifecycle events.
• Improve TAM workflows and optimize process inefficiencies.
• Collaborate with leadership on quarterly kickoffs, offsites, and team-building events.

Requirements

• 5+ years of SaaS experience in a customer-facing role.
• 2+ years of management experience.
• Experience supporting and guiding team growth, career progress, and job performance.
• Expertise in account-management and customer-success best practices.
• Strong prioritization and time-management skills.
• Strong attention to detail and ability to solve complex, interdependent problems.
• Flexibility in a fast-paced organization with dynamic responsibilities.

Nice to Have

• 1+ years of experience in HR, payroll, or insurance brokerage.