Description:
We are looking for a seasoned customer success 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.
- Ruthless prioritization 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 organizations and responsibilities.