SMB Implementation Manager

Rippling; Bengaluru; On-site; INR 1,500,000 - 2,300,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Rippling is seeking an Implementation Manager to work with customers to implement and adopt Rippling's HR, payroll, IT, and related products. You will consult with clients to understand objectives and deliver outcomes that maximize value.

In this hybrid Bangalore role, you will manage end-to-end implementations, coordinate with Sales, CX, Product, and Engineering, and drive customer success across the lifecycle.

Qualifications

• 3+ years of hands-on experience in Implementation and/or Customer Experience at a SaaS company.
• Proven project management experience handling multiple projects in a fast-paced environment.
• Strong communication, presentation and relationship-building skills with focus on customer experience.
• Ability to collaborate with Sales, CX, Product and Engineering teams.

Responsibilities

• Partner with clients to develop custom implementation plans across HR, Payroll, Benefits, IT platforms, and other Rippling products.
• Manage the end-to-end implementation process, aligning timelines and goals with customer needs.
• Provide guidance and best practices to drive adoption and maximize Rippling platform utilization.
• Coordinate with Sales, Account Management, Technical Account Management and Support for smooth hand-offs.
• Collaborate with Product and Engineering to relay customer feedback and influence product enhancements.
• Help develop internal processes that incorporate customer learnings to improve efficiency.

Skills

Implementation experience

Customer experience

Project management

Communication

Cross-functional collaboration

Job description

About the role

Implementation is an essential differentiator for Rippling. As an Implementation Manager, you will work with our customers to implement and drive the adoption of Rippling's suite of products. You will consult with the customer to understand their unique objectives and leverage deep knowledge of Rippling's products as well as a strong commitment to customer experience to help clients realize the full potential of our offerings.

What you will do

• Partner one-on-one with clients to develop custom plans and implement the Rippling products they have purchased across HR, Payroll, Benefits Administration, IT platform, and various other products tailored to the customer's specific business objectives
• Proactively manage the implementation process end-to-end, consulting with customers to align on target timelines and specific goals, ensuring that each milestone meets their operational needs
• Drive adoption of purchased products providing bespoke guidance, best practices, and insights that empower clients to maximize the platform's capabilities
• Partner with Sales, Account Management, Technical Account Management, and Support to ensure seamless hand-offs and long-term customer success
• Collaborate closely with Product and Engineering to offer feedback on customer insights, partner on technical issues, and advocate for product enhancements that align with customer needs and industry trends
• Collaborate with internal teams in the development of processes and best practices which integrates customer feedback and learnings to increase operational efficiency and success

What you will need

• 3+ years of hands-on experience in Implementation and/or Customer Experience at a rapidly growing SaaS company.
• Proven project management experience, deploying multiple projects simultaneously in a fast-paced environment.
• Stellar communication, presentation, and relationship-building skills along with a deep commitment to driving an exceptional customer experience.
• Ability to effectively collaborate with partners across Sales, CX, Product, and Engineering teams

Bonus

• 2+ years experience in a customer-facing position within the HCM or IT space (HR, Payroll, Benefits, Identity Management, Device Management, etc).

Note

• This is a hybrid role and will require you to work out of our Bangalore office three days a week.
• This job requires you a to work in the EST/PST shift