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Rippling is a unified platform for HR, IT, and Finance that consolidates workforce systems—payroll, expenses, benefits, computers, and third-party apps—into a single system. The company has raised $1.4B+ from top-tier investors including Kleiner Perkins, Founders Fund, and Sequoia.
You will lead a team of 20+ implementation specialists and 3 managers, overseeing the end-to-end delivery of Platform solutions across Rippling's client base. Your responsibilities include managing Platform onboarding (Custom Reports, Workflows, Apps, SOWs, Dashboards, Analytics), identifying and mitigating implementation risks, and serving as an escalation point for complex client issues. You'll partner cross-functionally with Sales, Product, Engineering, and Customer Success to refine processes, enhance client experiences, and ensure scalable, world-class implementations.
Key responsibilities:
- Own strategy and execution of Platform implementations from client kickoff through go-live
- Identify and mitigate risks; act as escalation point for complex implementations and technical issues
- Partner with cross-functional leaders to continuously improve delivery processes and client outcomes
- Collaborate with sales and post-sales teams to ensure seamless transitions across the customer lifecycle
- Develop, monitor, and manage key performance metrics
- Hire, mentor, and grow high-performing teams that meet monthly goals and deliver quality services
- Create and optimize playbooks, tooling, and frameworks to drive consistency, efficiency, and scalability
- Drive adoption of best practices in project management, change management, and client communication
- Foster a culture focused on delighting customers and maximizing product adoption
The Platform Specialist team is responsible for ensuring customers achieve business transformations by maximizing the value of Rippling's core Platform. Engagements are consultative and customized based on customer needs. The team is currently spread across the USA, Sydney, and Dublin, with plans to expand geographically.
Rippling values in-office collaboration; office-based employees are expected to work in-office at least three days per week.
REQUIREMENTS:
- 10+ years of professional experience leading an Implementation or Customer Success team in a fast-paced, startup, or SaaS environment
- 2+ years of experience leading and developing people managers
- Deep understanding of systems and operations with B2B or B2C products
- Proven track record in hiring and overseeing distributed teams
- Proven success in scaling teams and maintaining SLAs and other key performance metrics
- Data-driven approach to developing, tracking, and optimizing performance metrics
- Self-motivated, detail-attentive, action-driven with ability to take initiative, execute, and follow through
- Highly effective communicator with strong people instincts; able to build trust and work well with diverse groups
- Eager for a hands-on role; willing to take on initiatives outside comfort zone and learn quickly
- Highly organized with great follow-through on initiatives
