Manager, Technical Account Management (APAC)
Rippling
About Rippling
Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.
Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.
Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.
We prioritise candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.
About the team
The Technical Account Management team manages long-term relationships with Rippling’s growing and complex customers by becoming their trusted Rippling advisor. Our team of 100+ TAMs - spread across more than 15 states in the US and internationally - partners cross-functionally from account management to product to engineering and more. Since the TAM team’s inception, we have partnered with thousands of customers ensuring their adoption of key Rippling products and success on our platform.
About the role
Rippling is looking for a customer-obsessed manager to join our Technical Account Management (TAM) team. As part of our dedicated Technical Account Management organisation, you will work closely with your team to support our APAC-based customers. The TAMs on your team will understand customer needs, demonstrate where Rippling can solve their problems, and help drive their adoption of Rippling’s product suite. Your team will own the key admin relationships, and be responsible for turning customers into long-term champions, developing account strategy, and enabling Rippling’s accounts, all while providing an impeccable customer experience along the way. If you are a self-starter, find yourself constantly taking on new challenges, working diligently until you find solutions, and pride yourself in providing an excellent customer experience, you're in the right place!
What you will do
- Manage a team of highly motivated, customer-focused TAMs to ensure the overall health and satisfaction of APAC accounts
- Thought partner with TAMs and build playbooks for effective customer strategy
- Develop senior-level relationships with customers
- Serve as a point of escalation for strategic accounts
- Identify opportunities to carve out best practices in the APAC markets to delight our largest customers
- 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 strategic customer needs
- Share the voice of the customer with Product to drive Rippling’s product roadmap
- Partner with other team leaders to ensure the customer is supported in times of escalation
- Partner with Support to mitigate escalations
- 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
- 3+ years of management experience; passion for supporting and guiding a team’s growth and career progress and job performance
- 5+ years of SaaS experience in customer-facing role, preferably in the HRIS/payroll industry
- 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 organization with dynamic responsibilities
Additional Information
Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, colour, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accomodations@rippling.com
Rippling employees work on a Hybrid Office Model - 3 days per week in our Sydney office.
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