Customer Success Manager, Toronto Based in Toronto, Ontario at Rippling
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Job Description
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 of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employees’ payroll, health insurance, work computer, and third-party apps—like Slack, Zoom, and Office 365—all within 90 seconds.
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
Rippling is looking for customer-obsessed CSM (Internally titled: Technical Account Manager (TAM)) to join our Global TAM team in Canada! As part of our dedicated Technical Account Management organization, you will work closely with our rapidly scaling and maturing globally headquartered customers to understand their needs, demonstrate where Rippling can solve their problems, and help drive their adoption of Rippling’s product suite.
You will own the key admin relationships, and be responsible for turning customers into long-term champions, developing account strategy, and enabling Rippling’s customers, all while providing an impeccable customer experience along the way. If you are a self-starter, find yourself constantly taking on new challenges, working feverishly until you find solutions, and pride yourself in providing an excellent customer experience, you're in the right place!
Please note this role is based in our downtown Toronto office and expected to be in office 3x a week.
What you will do- Ensure customer satisfaction for Rippling's North America based customers and take ownership of retaining a book of business
- Serve as a global Subject Matter Expert (SME) on the Technical Account Management team, providing support to US-based customers and Canada.
- Foster strong cross-functional partnerships and represent the Voice of the Customer for Canadian customer needs
- Drive increased adoption of key features, new product releases, and best practices
- Swiftly prioritize and resolve critical customer issues
- Serve as the dedicated Rippling liaison for customer questions, issues, or escalations, displaying a strong sense of urgency and advocacy to ensure prompt resolution
- Collaborate directly with customers to understand and optimize their HR, payroll, benefits administration, and IT workflows
- Master the full suite of Rippling products to provide comprehensive advice
- French speaking a huge plus!
- 5+ years of work experience at a SaaS company in a customer-facing role
- Experience with payroll strongly preferred, bonus points for HRIS or other HR/HCM SaaS
- Excellent at time management, prioritising tasks, and adapting on a day-to-day basis
- Proven experience as an account manager with a scaled book of business
- Track record of building strong customer relationships
- Hunger to work extremely hard on a growing team
- Stellar written and verbal communication skills
- Flexibility with changing job duties and responsibilities
- Passion for enabling both customers and internal teams
- Interest in actively working with product and engineering team
Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accomodations@rippling.com.
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 defined 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.
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