About the role

The Customer Success team (Internally called: Technical Account Manager (TAM)) partners with our largest and most strategic accounts to understand their needs, demonstrate where Rippling can solve their business needs, and ensure retention of key accounts. TAMs own the key admin relationships and are responsible for turning customers into long-term champions, developing account strategy, and providing enablement and optimisation best practices, all while providing an impeccable customer experience along the way.

Leading this team will challenge your ability to context-switch from high level customer strategy to tactical account level escalations to retention opportunities on a daily basis. The ideal candidate is a customer-obsessed strategist, eager to build and mentor a team of incredible TAMs.

What you will do

Manage a team of highly motivated, customer-focused TAMs to ensure the overall health and satisfaction of strategic accounts in our broker partner channel
- Thought partner with TAMs and build playbooks for effective customer strategy
- Develop senior-level relationships with customers
- Serve as a point of escalation for team’s accounts
- Ensure the team is trained and confident in Rippling product capabilities
- Own ongoing TAM account assignments
- Participate in recruiting process, from sourcing to hire
- Drive customer adoption of key features and best practices
- Meet with team members weekly to stay close on updates for key accounts
- Performance manage to ensure your team’s success
Partner cross-functionally to advocate for your team’s customer and partner needs
- Collaborate with Product to incorporate voice of the customer into Rippling’s roadmap
- Partner with other team leaders to ensure the customer is supported in times of escalation
- Partner with Support to mitigate escalations
- Collaborate with other team leaders to strategies on customer support for major lifecycle events
Build TAM team processes and culture
- Measure team impact and prioritise CX lifecycle events
- Constantly iterate and improve TAM workflows and optimise process inefficiencies
- Collaborate with leadership team on quarterly kickoffs, offsites, team building events, and more to foster a strong team culture

What you will need

5+ years of SaaS experience in customer-facing role
2+ years of management experience; passion for supporting and guiding a team’s growth, career progress, and job performance
Expertise in account management and customer success best practices
Ruthless prioritisation 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
Flexibility to thrive in a fast paced organisation with dynamic responsibilities
Bonus: 1+ years of experience in HR, Payroll or Insurance Brokerage

Manager, Technical Account Management (TAM)

Job Description