Director, Technical Account Management

Director, Technical Account Management

Rippling is the first way for businesses to manage all of their HR & ITpayroll, benefits, computers, apps, and morein one unified workforce platform. By connecting every business system to one source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employees payroll, health insurance, work computer, and third-party appslike Slack, Zoom, and Office 365all within 90 seconds. Based in San Francisco, CA, Rippling has raised $1.2B from the worlds top investorsincluding Kleiner Perkins, Founders Fund, Sequoia, Bedrock, and Greenoaksand was named one of Americas best startup employers by Forbes (#12 out of 500).

The Technical Account Management (TAM) team partners with our largest and most strategic accounts to understand their needs, demonstrate where Rippling can solve their business needs, and ensure retention of key accounts. TAMs own key admin relationships and are responsible for turning customers into long-term champions, developing account strategy, and providing enablement and optimization best practices, all while providing an impeccable customer experience along the way.

As a Director, you will be tasked with leading your teams to meet and exceed key performance metrics, including customer experience, value, adoption, and team productivity. You will report to the Head of Technical Account Management, Implementation and work closely with our Account Management, CX, and Product leadership teams. This role is based in our San Francisco office requiring 3 days a week in office.

What you will do:

• Hire, mentor, and scale high-performing TAM teams that consistently meet and exceed quarterly goals and targets
• Monitor and manage team performance against key performance metrics
• Leverage a data-driven approach to building and optimizing processes that drive efficiency and an improved customer experience
• Collaborate closely with Account Management and CX leadership to improve the customer experience and internal processes
• Work with Product and Engineering to resolve persistent customer issues and elevate customer feedback
• Serve as a point of escalation and partnership with our key strategic accounts
• Develop and maintain a deep understanding of our platform and how it can be used to solve customer problems

What you will need:

• A minimum of 7 years of professional experience leading an Technical Account Management, Customer Success, or Customer Experience team within a fast-paced environment, startup, or SaaS organization
• Deep understanding of systems and operations with customer facing teams
• Experience directly hiring and managing a distributed team
• Proven track record of success in scaling teams to achieve key performance metrics
• Excellent analytical thinker who can deliver actionable recommendations; analyze various communication channels and develop metrics to track success
• Lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain
• Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through
• Proven leadership skills, people management skills
• Highly effective communicator with good people instincts - able to build trust and work well with a diverse group inside and outside the company
• Eager for a very hands-on role, where you'll be asked to take on and run with a range of projects outside your comfort zone, and learn quickly

The pay range for this role is:

170,000 - 215,000 USD per year (US)