Note: The job is a remote job and is open to candidates in USA. Rippling is a company that integrates HR, IT, and Finance systems for businesses. They are seeking a seasoned leader to manage their Technical Account Consulting team, focusing on product adoption strategies and customer retention through effective team leadership and operational process design.

Responsibilities

• Lead, coach, and mentor a team of Technical Account Consultants (TACs), driving high performance, growth, and career progression. Conduct ongoing engagement status reviews and call quality assessments. Ensure the team is trained and confident in Rippling product capabilities that serve customer needs
• Develop repeatable engagement playbooks tailored to customer lifecycle events, adoption opportunities, and customer retention plans. Regularly assess and refine SOPs to drive increased product usage, improved CSAT, and customer health
• Manage team capacity, engagement requests, and assignments across multiple concurrent, complex engagements, ensuring efficient & valuable use of resources. Measure team impact and prioritize engagements that drive positive CSAT, bolster long-term product adoption, and retain customer ARR
• Own high-impact customer interactions directly and serve as the voice of the customer to cross-functional stakeholders. Act as the primary client-facing escalation point to resolve and simplify technically complex issues for your team’s engaged accounts, in partnership with other team leaders. Partner with Technical Account Management to identify TAC engagement opportunities. Maintain strong internal influence to shape the Product roadmap. Partner with Support to mitigate escalations
• Refine individual KPIs, improve reporting metrics visibility, and coach performance against metrics such as engagement, Time-to-Close (TTC), customer satisfaction (CSAT), adoption %, & long term retention, focusing on both quality and efficiency

Skills

• 5+ years of SaaS experience in a solution-oriented customer-facing role (i.e. Customer Success, Support, Technical Account Management, Consulting)
• 3+ years of professional experience leading, coaching, and mentoring a team
• Proven track record of developing engagements and strategies that drive impactful customer outcomes
• Exceptional communication & conflict resolution skills that allow for the resolution of internal technical challenges, strong cross-functional stakeholder influence, and direct management of high-stakes customer relationships
• Demonstrated ability to develop, implement, and continuously improve technical and operational processes and playbooks
• Ruthless prioritization, expert organizational and time management skills to excel in a fast-paced and ever-changing environment
• Strong attention to detail and ability to solve complex, interdependent problems
• Industry experience (HR, Payroll, and/or IT)

Benefits

• Competitive salary
• Variable
• Benefits
• Equity

Company Overview

Company H1B Sponsorship