Rippling
Director, Technical Account Management
Rippling, San Francisco, California, United States, 94199
About Rippling
Rippling is the first way for businesses to manage all of their HR & IT—payroll, benefits, computers, apps, and more—in one unified workforce platform. By connecting every business system to one source of truth for employee data, businesses can automate all manual work they need to do to make employee changes. Take onboarding, for example. With Rippling, you can set up a new employee’s payroll, health insurance, work computer, and third‑party apps within 90 seconds.
Based in San Francisco, CA, Rippling has raised $1.2B from top investors and was named one of America’s best startup employers by Forbes (#12).
About the Role 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, while delivering an impeccable customer experience.
As a Director, you will lead 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.
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 metrics
Leverage a data‑driven approach to building and optimizing processes that drive efficiency and improved customer experience
Collaborate closely with Account Management and CX leadership to improve 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
Minimum of 7 years of experience leading a 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 hiring and managing a distributed team
Proven track record of 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 and 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, willing to take on and run a range of projects outside your comfort zone and learn quickly
Compensation Role will receive a competitive salary, bonus, benefits, and equity. The salary for US‑based employees will be aligned with one of the ranges below based on location.
Pay range:
$170,000 – $215,000 USD per year (US).
Employment Summary
Seniority level:
Director
Employment type:
Full‑time
Job function:
Sales and Business Development
Industries:
Software Development
Equal Opportunity Employer Rippling is an equal opportunity employer committed to building a diverse and inclusive workforce and does not discriminate based on any protected characteristic. Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request an accommodation, please email accommodations@rippling.com.
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Based in San Francisco, CA, Rippling has raised $1.2B from top investors and was named one of America’s best startup employers by Forbes (#12).
About the Role 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, while delivering an impeccable customer experience.
As a Director, you will lead 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.
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 metrics
Leverage a data‑driven approach to building and optimizing processes that drive efficiency and improved customer experience
Collaborate closely with Account Management and CX leadership to improve 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
Minimum of 7 years of experience leading a 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 hiring and managing a distributed team
Proven track record of 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 and 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, willing to take on and run a range of projects outside your comfort zone and learn quickly
Compensation Role will receive a competitive salary, bonus, benefits, and equity. The salary for US‑based employees will be aligned with one of the ranges below based on location.
Pay range:
$170,000 – $215,000 USD per year (US).
Employment Summary
Seniority level:
Director
Employment type:
Full‑time
Job function:
Sales and Business Development
Industries:
Software Development
Equal Opportunity Employer Rippling is an equal opportunity employer committed to building a diverse and inclusive workforce and does not discriminate based on any protected characteristic. Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request an accommodation, please email accommodations@rippling.com.
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