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Rippling is a unified HR, IT, and Finance platform that brings together workforce systems—payroll, expenses, benefits, computers, and third-party apps—into a single system. The Professional Services team ensures customers achieve business transformations by maximizing the value of Rippling's core platform through custom workflows, advanced reports/analytics, permission profiles, and approvals.
As an Implementation Specialist, you will be a customer advocate and problem solver responsible for ensuring customers succeed with the platform. This is a technical role requiring strong Excel and SQL skills and curiosity about technology and platforms.
Key responsibilities:
- Discover customer business needs and priorities, then solution them via workflows, reports, permissions, and approvals
- Build custom workflows, formula fields (using RQL queries), advanced reports, permission profiles, and approvals
- Train customers on the core platform and deliver to KPIs: project completions, CSAT, and adoption/exit gate adherence
- Work cross-functionally with CX, product, and marketing to maximize product adoption
- Design and document new use cases for the platform; train internal and external teams through webinars
- Contribute to the knowledge base and serve as a subject matter expert
- Actively contribute to the development of new platform features by coordinating with product and engineering teams
- Assist with user testing and beta programs for new features
Requirements:
- 2+ years of SaaS experience in professional services, implementation, or customer success
- Ability to build relationships with customers and manage a book of business
- Ability to control the customer's implementation experience
- Curiosity for product and technology
- Strong attention to detail and ability to solve complex, interdependent problems
- Ruthless prioritization and time management
- Flexible to scaling and changing organizations and responsibilities
- Experience working with product and engineering teams to build and launch new products or features
Strong preferences:
- Experience writing your own SQL queries
- Prior experience working at an HR/IT SaaS company
