Based in San Francisco, CA, Rippling has raised $1.2B from the world's top investors—including Kleiner Perkins, Founders Fund, Sequoia, Bedrock, and Greenoaks—and was named one of America's best startup employers by Forbes (#12 out of 500)
About the role
Implementation is an essential differentiator for Rippling. The ideal candidate for this role is a seasoned senior leader with extensive experience building and executing strategic initiatives aligned with key business goals. You will manage, mentor, empower, and grow your leadership team to meet and exceed key performance metrics in the areas of customer experience, time to value, product adoption, and team productivity.
You will report to our SVP of Customer Experience and work closely with our Sales, CX, and Product senior leadership teams.
What you will do
Hire, mentor, and grow high-performing teams that consistently meet and exceed quarterly goals and targets
Build, maintain, and execute quarterly plans aligned with business objectives
Develop, monitor, and manage key performance metrics
Leverage a data-driven approach to building and optimizing processes that drive efficiency and an improved customer experience
Collaborate with senior leaders across Rippling to achieve organizational and company goals
What you will need
You have 15+ years of professional experience leading an Implementation or Customer Success team within a fast-paced environment, startup, or SaaS organization
Deep understanding of systems and operations with B2B or B2C products
Experience hiring and managing a distributed team
Experience building and growing a Global organization
Proven track record of success in scaling teams and maintaining SLAs as well as other key performance metrics
A data-driven approach to developing, tracking and optimizing performance metrics
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
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 initiatives outside your comfort zone and learn quickly
Highly organized, self-motivated, and detail-oriented, with great follow-through on initiatives big and small
High integrity individual who’s enthusiastic about building a great company for the long term
Courage to challenge the status quo when logic and reason require it. See something broken? Fix it
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 40 mile 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.
About the team
We are building a world-class implementation team - committed to helping customers realize the full potential of Rippling - while also adapting to a growing customer base and product ecosystem. Our Implementation organization is roughly 125+ members strong, while our Customer Experience organization stretches over 400+ employees! We collaborate closely with our R&D partners to continuously improve our products and services and to ensure our clients receive a stellar end-to-end Rippling experience.
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