Implementation Manager, Cross-Sell

Rippling; Austin (TX); Hybrid; USD 110,000 - 160,000; Full time

Job summary

Rippling is seeking an Implementation Manager to guide customers through deploying Rippling’s HR, payroll, benefits and IT products. You will consult with clients to understand objectives and drive adoption with deep product knowledge and a customer-first mindset.

You will coordinate with Sales, CX, Product and Engineering to ensure on-time delivery, scalable processes, and ongoing customer success while helping shape product direction through client feedback.

Qualifications

• 1+ years of hands-on implementation or customer experience in a fast-growing SaaS company.
• Proven project management experience delivering multiple projects simultaneously.
• Strong communication, presentation and relationship-building skills.
• Ability to collaborate with Sales, CX, Product and Engineering teams.

Responsibilities

• Partner with clients to develop custom plans and implement Rippling products across HR, Payroll, Benefits, IT and related offerings.
• Manage implementation end-to-end, aligning timelines and goals with client needs.
• Drive product adoption by providing guidance and best practices.
• Collaborate with Sales, Account Management, Technical Account Management and Support for smooth handoffs.
• Work with Product and Engineering to relay customer insights and advocate for improvements.
• Help develop internal processes and best practices to increase efficiency and success.

Skills

Project management

Customer experience

SaaS

Cross-functional collaboration

Communication

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

• 1+ 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

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

Additional Information

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [e-mail]

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 defined 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.

This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.

A variety of factors are considered when determining someone’s compensation-including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.

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