About the role
We are looking for a seasoned leader to manage our Technical Account Consulting (TAC) team. This role is crucial for scaling out Rippling’s product adoption strategy to retain existing customers. As the specialized product experts within each of Rippling’s product lines, Technical Account Consultants (TACs) lead targeted customer engagements to facilitate comprehensive client education, resolve intricate technical challenges, and optimize configurations to enhance product adoption in alignment with strategic business objectives and retention goals.
As a front-line leader in a growing, fast-paced environment, you will need to define new operational processes and adoption strategies, coach your teams directly on performance, and collaborate cross-functionally to drive product advocacy. The ideal candidate is a customer-obsessed strategist eager to scale out a team of incredible TACs and who excels at leading teams through continuous process enhancements.
What you will do
- Team Leadership & Enablement: Lead, coach, and mentor a team of Technical Account Consultants (TACs), driving high performance, growth, and career progression. Conduct ongoing engagement status reviews and call quality assessments. Ensure the team is trained and confident in Rippling product capabilities that serve customer needs.
- Adoption Playbooks: Develop repeatable engagement playbooks tailored to customer lifecycle events, adoption opportunities, and customer retention plans. Regularly assess and refine SOPs to drive increased product usage, improved CSAT, and customer health.
- Resource Allocation & Planning: Manage team capacity, engagement requests, and assignments across multiple concurrent, complex engagements, ensuring efficient & valuable use of resources. Measure team impact and prioritize engagements that drive positive CSAT, bolster long-term product adoption, and retain customer ARR.
- Strategic Customer & Internal Engagement: Own high-impact customer interactions directly and serve as the voice of the customer to cross-functional stakeholders. Act as the primary client-facing escalation point to resolve and simplify technically complex issues for your team’s engaged accounts, in partnership with other team leaders. Partner with Technical Account Management to identify TAC engagement opportunities. Maintain strong internal influence to shape the Product roadmap. Partner with Support to mitigate escalations.
- Performance Metrics: Refine individual KPIs, improve reporting metrics visibility, and coach performance against metrics such as engagement, Time-to-Close (TTC), customer satisfaction (CSAT), adoption %, & long term retention, focusing on both quality and efficiency.
What you will need
- 5+ years of SaaS experience in a solution-oriented customer-facing role (i.e. Customer Success, Support, Technical Account Management, Consulting). Industry experience (HR, Payroll, and/or IT) preferred.
- 3+ years of professional experience leading, coaching, and mentoring a team.
- Customer Obsessed Mentality: Proven track record of developing engagements and strategies that drive impactful customer outcomes.
- Executive Presence: Exceptional communication & conflict resolution skills that allow for the resolution of internal technical challenges, strong cross-functional stakeholder influence, and direct management of high-stakes customer relationships.
- Operational Process Design: Demonstrated ability to develop, implement, and continuously improve technical and operational processes and playbooks.
- Prioritization: Ruthless prioritization, expert organizational and time management skills to excel in a fast-paced and ever-changing environment.
- Problem Solving: Strong attention to detail and ability to solve complex, interdependent problems.
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 [email protected]
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 + variable + 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. If you do not see your location, please reach out to your Recruiter.
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.