Rippling · 1 day ago

Manager, Technical Account Manager

San Francisco, CA

Full-time

Remote

Mid, Senior Level

$92K/yr - $161K/yr

5+ years exp

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Responsibilities

Manage a team of highly motivated, customer-focused TAMs to ensure the overall health and satisfaction of strategic accounts in our broker partner channel

Thought partner with TAMs and build playbooks for effective customer strategy

Develop senior-level relationships with customers

Serve as a point of escalation for team’s accounts

Ensure the team is trained and confident in Rippling product capabilities

Own ongoing TAM account assignments

Participate in recruiting process, from sourcing to hire

Drive customer adoption of key features and best practices

Meet with team members weekly to stay close on updates for key accounts

Performance manage to ensure your team’s success

Partner cross-functionally to advocate for your team’s customer and partner needs

Collaborate with Product to incorporate voice of the customer into Rippling’s roadmap

Partner with other team leaders to ensure the customer is supported in times of escalation

Partner with Support to mitigate escalations

Collaborate with other team leaders to strategize on customer support for major lifecycle events

Build TAM team processes and culture

Measure team impact and prioritize CX lifecycle events

Constantly iterate and improve TAM workflows and optimize process inefficiencies

Collaborate with leadership team on quarterly kickoffs, offsites, team building events, and more to foster a strong team culture

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SaaS experienceAccount managementCustomer success best practicesManagement experienceHR experiencePayroll experienceInsurance Brokerage experienceCustomer strategyCan-do attitude