Implementation Manager

1 week ago

Sydney, New South Wales, Australia Rippling Full time

About Rippling


Rippling is the first way for businesses to manage all of their HR & IT—payroll, benefits, computers, apps, and more—in one unified workforce platform.


By connecting every business system to one source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employees' payroll, health insurance, work computer, and third-party apps—like Slack, Zoom, and Office 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, Bedrock, and Greenoaks—and was named one of America's best startup employers by Forbes (#12 out of 500).


We prioritise candidate safety. Please be aware that official communication will only be sent from email addresses.


About The Role


This is an exciting opportunity to be a foundational team member of Rippling's Global Implementation team AND a foundational member of our APAC team


Implementation is an essential differentiator for Rippling. As an Implementation Manager (an IC role), you will work with our customers across various segments to implement and drive the adoption of Rippling's global products. You will leverage deep domain expertise and partner it with a deep knowledge of Rippling's global products as well as strong commitment to customer experience.


Each member of our team is challenged to take on independent projects and show their individual strengths, from product to client experience. Your work will ensure that our clients will have a seamless implementation experience


Please note, this role is based in Sydney.


What you will do

  • Report to the Global Payroll Manager, Implementation in Sydney
  • Become a Rippling expert - You'll be a go-to resource for our customers within 60 days and with internal colleagues within 90 days
  • Partner 1x1 with an evolving set of Enterprise customers and own the successful implementation of their Global all-in-one Employee Management Platform
  • Set and manage customer expectations with the ability to de escalate customer concerns effectively
  • Drive customer timelines & adoption - enable our customer base by deeply understanding your client's use cases and aligning them to Rippling's implementation best practices
  • Partner with our customers and internal Rippling peers to provide ANZ domain expertise, with a particular focus on Payroll and modern awards
  • Collaborate and continuously improve documentation for implementation processes and best practices
  • Understand our customer use cases - collaborate closely with internal teams such as Sales, Customer Experience & R&D to improve our processes and products
  • Live and breathe the Rippling company values on a daily basis

What you will need

  • Minimum 2 years of experience with Australian based Payroll plus experience with HR and/or Finance domains
  • Demonstrated knowledge of Australian labour laws and payroll requirements, particularly Modern Awards and enterprise agreements
  • Proven project management experience deploying multiple projects simultaneously, on time and in a fast-paced environment. Nothing slips through the cracks
  • You love interacting with customers and you're passionate about delivering a meaningful customer experience
  • Creative in finding solutions: You are relentless in searching documentation, asking questions, and you always seek to understand the why behind customer requests to find the right solution
  • Confidently navigate multiple external stakeholders that can range from Executives to front line staff in IT, to Operations, to HR, to Finance
  • Comfortable working in an autonomous environment, can expertly prioritise, and have a knack for identifying internal and external blockers
  • Impeccable written and verbal communication skills with the ability to be agile and flexible in your approach from customer to customer
  • Proven ability to proactively tackle challenges head on with a can-do attitude

Bonus

  • 2+ years experience in Implementation, Technical Account Management, or Customer Success at a fast-paced SaaS company
  • Proficient in tools such as JIRA, SFDC, G Suite, Outreach, Mac computers


About The Team


The Global Implementation team is the newest edition to our Implementation family here at Rippling. The current team has several Implementation Managers located in the US and we're excited to expand into new locations globally. Our current Implementation department includes over 100 team members from various backgrounds across two continents. We often collaborate closely with account executives, engineers, and other stakeholders on a daily basis to continuously improve our products and ensure our clients receive a stellar product and end-to-end Rippling experience.


Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a 40 mile radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.


#li-hybrid

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