Manager, Implementation

1 week ago

Sydney, Australia Rippling Full time

**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.

**About the role**

We are looking for a seasoned implementation leader to join our Implementation team. As a first line manager, you will coach and develop a team of 6-8 Implementation Managers, engage on high priority customers and drive improvement on key metrics. You will also coordinate cross-functionally with our Sales, Product & Engineering and Customer Support teams to ensure a seamless customer onboarding experience.

**What you will do**
- Develop Implementation Managers through hands-on coaching and mentorship
- Support hiring & onboarding of new Implementation Managers
- Successfully resolve customer escalations for maximum satisfaction and positive relationships
- Drive customer adoption of key features and best practices
- Continuously evaluate, improve, and streamline internal processes for increased simplicity and efficiency
- Track, monitor & continuously improve performance on key metrics & KPIs
- Collaborate cross-functionally with Rippling Sales, Technical Account Management and Support teams to create a seamless customer journey
- Collaborate with Product & Engineering to continuously improve product functionality based on customer feedback in Implementation

**What you will need**
- 5+ years of SaaS experience in professional services, implementation, or customer success
- 2+ years of professional experience leading a team; passion for supporting and guiding a team’s growth, career progress, and job performance
- 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
- Flexible to scaling and changing organisations and responsibilities

**Additional Information**

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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