Rippling’s Product Specialist team ensures customers see incredible business transformation through Rippling's most complex products.
Our engagements are consultative. Our specialists deeply understand the customers’ unique pain points, offer creative solutions, and build/set up their Rippling environment to address their needs. Hence, our specialists serve as a bridge between the customer and product teams. They are instrumental in driving adoption.
As a Manager, IT Implementation, you will lead a team of ~7/8 specialists to drive the exponential impact of adoption and customer lifetime value (LTV) across Rippling’s IT product offerings (Identity and Access Management, Device Management, Inventory Management, and Third-Party IdP).
The ideal candidate has a proven track record of leading client-facing implementation, skilled services, or technical client support teams in a fast-paced B2B SaaS environment, combined with the technical ability needed to guide specialists through complex customer environments.
What you will do
Direct a global team of IT Product Specialists, fostering accountability, continuous professional development, and execution excellence.
Lead the front-line execution of IT implementations from client kickoff through go-live, ensuring your team hits key milestones and maximizes product adoption.
Identify and mitigate risks associated with implementation projects, act as an escalation point for complex client implementations and technical issues
Collaborate cross-functionally with Rippling Sales, Technical Account Management, and Support teams to create a seamless customer journey
Collaborate with Product & Engineering to continuously improve product functionality based on customer feedback in Implementation
Monitor key performance metrics and continuous improvement on KPIs while helping to optimize playbooks and frameworks for increased simplicity and efficiency
What you will need