Technical Account Manager (Mid-Market)

About the role

Rippling is looking for a customer-obsessed Technical Account Manager (TAM) to join our rapidly scaling TAM team. As part of our dedicated Customer Success organization, you will work closely with our rapidly scaling and maturing customers to understand their needs, demonstrate where Rippling can solve their problems, and help drive their adoption of Rippling’s product suite. You will own the key admin relationships and be responsible for turning customers into long-term champions, developing account strategy, and enabling Rippling’s customers, all while providing an impeccable customer experience along the way. If you are a self-starter, find yourself constantly taking on new challenges, working feverishly until you find solutions, and pride yourself in providing an excellent customer experience, you're in the right place!

The Technical Account Management team manages long-term relationships with Rippling’s growing and complex customers by becoming their trusted Rippling advisor. Our team of 30+ TAMs - spread across more than 15 states in the US - partners cross-functionally from account management to product to engineering and more. Since the TAM team’s inception, we have partnered with hundreds of customers day-to-day, ensuring their adoption of key Rippling products and success on our platform.

Please note we will not be hiring in the San Francisco Bay Area or New York City Metro Area

What you will do

• Build long-lasting relationships by owning a book of business of our mid-market customers, building relationships with your key stakeholders, and building advocates by providing an above-and-beyond customer experience
• Offering white glove guidance through key customer milestones such as open enrollment, end-of-year payroll filing, and end-of-year re-orgs
• Increase adoption by driving customer adoption of key features, new product releases, and best practices
• Triage critical customer issues to resolution
• Ensure customers feel well supported with your sense of urgency and advocacy for their questions, issues, and escalations
• Work directly with customers to understand their HR, payroll, benefits administration, and IT workflows
• Master the Rippling product suite and the nuances of our offerings
• Work cross-functionally, with internal Rippling partners in support, product, and engineering
• Identify and qualify add-on opportunities and support renewal negotiations in partnership with your Account Manager counterparts
• Act as the escalation contact for critical incidents impacting customers
• Collaborate with Support and Engineering to ensure rapid resolution, delivering full root-cause analyses (RCA) post-incident
• Proactively communicate with clients during high-impact issues, maintaining transparency

What you will need

• 3+ years of work experience at a SaaS company in a customer-facing role
• Preferred: Experience working at a technology-focused PEO or HRIS
• Stellar written and verbal communication skills
• Track record of building strong customer relationships
• Hunger to work extremely hard on a growing team
• Flexibility with changing job duties and responsibilities
• Excellent at time management, prioritizing tasks, and adapting on a day-to-day basis
• Passion for training both customers and internal teams
• Interest in actively working with product and engineering teams
• Bonus points for experience with payroll, health insurance, HRIS, or IT