Technical Account Manager (Canada Remote)

Rippling; Old Toronto; Remote; CAD 80,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Technical Account Manager, where you'll play a pivotal role in ensuring customer satisfaction and driving product adoption. This exciting opportunity involves working closely with clients to understand their needs and providing tailored solutions. You'll be part of a dynamic team that values hard work and customer advocacy, making a significant impact on the customer experience. If you thrive in a fast-paced environment and are passionate about enabling customers, this role is perfect for you. Embrace the chance to grow with an innovative firm that is reshaping the HR and IT landscape.

Qualifications

• 3+ years of experience in a customer-facing role at a SaaS company.
• Proven account management experience with a scaled book of business.

Responsibilities

• Ensure customer satisfaction for Australia-based customers.
• Drive adoption of key features and resolve critical customer issues.

Skills

Customer Relationship Management

Time Management

Communication Skills

Problem Solving

SaaS Knowledge

HRIS Understanding

Job description

Technical Account Manager (Canada Remote)

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 prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.

About the role

Rippling is looking for a customer-obsessed Technical Account Manager (TAM) to join as the second member of our Global TAM team in Sydney! As part of our dedicated Technical Account Management organisation, you will work closely with our rapidly scaling and maturing globally headquartered customers to understand their needs, demonstrate where Rippling can solve their problems, and help drive their adoption of Rippling’s product suite.

You will own the key admin relationships and be responsible for turning customers into long-term champions, developing account strategy, and enabling Rippling’s customers, all while providing an impeccable customer experience along the way. If you are a self-starter, find yourself constantly taking on new challenges, working feverishly until you find solutions, and pride yourself in providing an excellent customer experience, you're in the right place!

What you will do

• Ensure customer satisfaction for Rippling's Australia-based customers and take ownership of retaining a book of business.
• Serve as a global Subject Matter Expert (SME) on the Technical Account Management team, providing support to US-based customers expanding into Australia.
• Foster strong cross-functional partnerships and represent the Voice of the Customer for Australian customer needs.
• Drive increased adoption of key features, new product releases, and best practices.
• Swiftly prioritize and resolve critical customer issues.
• Serve as the dedicated Rippling liaison for customer questions, issues, or escalations, displaying a strong sense of urgency and advocacy to ensure prompt resolution.
• Collaborate directly with customers to understand and optimize their HR, payroll, benefits administration, and IT workflows.
• Master the full suite of Rippling products to provide comprehensive advice.

What you will need

• 3+ years of work experience at a SaaS company in a customer-facing role.
• Experience with payroll strongly preferred, bonus points for HRIS or other HR/HCM SaaS.
• Excellent at time management, prioritising tasks, and adapting on a day-to-day basis.
• Proven experience as an account manager with a scaled book of business.
• Track record of building strong customer relationships.
• Hunger to work extremely hard on a growing team.
• Stellar written and verbal communication skills.
• Flexibility with changing job duties and responsibilities.
• Passion for enabling both customers and internal teams.
• Interest in actively working with product and engineering teams.