RipplingUnited StatesManage a team of Technical Account Consultants focused on M&A implementations for Rippling's HR/IT/Finance platform. Develop playbooks, oversee complex paid services, drive cross-functional alignment, and ensure customer retention and margin targets in a fast-paced SaaS environment. Requires 5+ years SaaS professional services experience and 3+ years people management.
Team Leadership & Development: Lead, coach, and mentor a team of M&A Technical Account Consultants (TACs), driving high performance, growth, and career progression opportunities.
Standard Operating Procedures & Implementation Framework: Develop comprehensive implementation playbooks tailored to typical M&A business cases, following structured SaaS implementation lifecycles. Define processes encompassing technical discovery, systems and process architecture, data migration, configuration and integration builds, testing, go-live, hypercare support, and the decommissioning of legacy systems. Regularly assess and refine SOPs to drive excellent technical execution, facilitate team scalability, ensure productive cross-departmental collaboration, and secure long-term customer retention.
Project Execution & Management: Oversee the team’s execution of complex, paid M&A services, including leading pre-Sales activities of SOW creation and closure, maintaining oversight of overall project health scores, and proactively managing and mitigating high-priority customer escalations.
Resource Allocation & Planning: Manage team capacity, project requests, and forecasting across multiple concurrent, complex engagements, ensuring efficient use of resources to meet margin targets. Lead headcount planning and estimation model development to secure the necessary resources for future business growth and project volume.
Cross-Functional Strategy: Collaborate with Product, Engineering, Sales, Support, Implementation, and Technical Account Management teams to ensure strategic process alignment, provide customer feedback to continuously innovate product functionality, and advocate for the team’s needs to service M&A activities and retain Rippling customers.
Strategic Customer & Internal Engagement: Own high-impact customer interactions throughout the implementation lifecycle. Partner with Account Management on pre-Sales activities, including technical qualification, solution presentation, and contract negotiation. Act as the primary client-facing escalation point to resolve and simplify technically complex issues. Maintain strong internal influence to shape the product roadmap and technical tools based on customer needs. Drive long-term customer retention by delivering solutions that accelerate product adoption and ensure the achievement of strategic business objectives.
Performance Metrics: Ensure team adherence to the margin target by optimizing resource allocation and project efficiency. Track, monitor, and continuously improve performance against KPIs such as utilization rates, engagement Time-to-Close (TTC), and customer satisfaction (CSAT).
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