[Remote] Manager, Technical Account Consulting

Note: The job is a remote job and is open to candidates in USA. Rippling is a company that integrates HR, IT, and Finance systems for businesses. They are seeking a seasoned leader to manage their Technical Account Consulting team, focusing on product adoption strategies and customer retention through effective team leadership and operational process design.ResponsibilitiesLead, coach, and mentor a team of Technical Account Consultants (TACs), driving high performance, growth, and career progression. Conduct ongoing engagement status reviews and call quality assessments. Ensure the team is trained and confident in Rippling product capabilities that serve customer needsDevelop repeatable engagement playbooks tailored to customer lifecycle events, adoption opportunities, and customer retention plans. Regularly assess and refine SOPs to drive increased product usage, improved CSAT, and customer healthManage team capacity, engagement requests, and assignments across multiple concurrent, complex engagements, ensuring efficient & valuable use of resources. Measure team impact and prioritize engagements that drive positive CSAT, bolster long-term product adoption, and retain customer ARROwn high-impact customer interactions directly and serve as the voice of the customer to cross-functional stakeholders. Act as the primary client-facing escalation point to resolve and simplify technically complex issues for your team’s engaged accounts, in partnership with other team leaders. Partner with Technical Account Management to identify TAC engagement opportunities. Maintain strong internal influence to shape the Product roadmap. Partner with Support to mitigate escalationsRefine individual KPIs, improve reporting metrics visibility, and coach performance against metrics such as engagement, Time-to-Close (TTC), customer satisfaction (CSAT), adoption %, & long term retention, focusing on both quality and efficiencySkills5+ years of SaaS experience in a solution-oriented customer-facing role (i.e. Customer Success, Support, Technical Account Management, Consulting)3+ years of professional experience leading, coaching, and mentoring a teamProven track record of developing engagements and strategies that drive impactful customer outcomesExceptional communication & conflict resolution skills that allow for the resolution of internal technical challenges, strong cross-functional stakeholder influence, and direct management of high-stakes customer relationshipsDemonstrated ability to develop, implement, and continuously improve technical and operational processes and playbooksRuthless prioritization, expert organizational and time management skills to excel in a fast-paced and ever-changing environmentStrong attention to detail and ability to solve complex, interdependent problemsIndustry experience (HR, Payroll, and/or IT)BenefitsCompetitive salaryVariableBenefitsEquityCompany OverviewRippling is a workforce management platform that unifies HR, IT, and finance operations into a single system. It was founded in 2016, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.rippling.com.Company H1B SponsorshipRippling has a track record of offering H1B sponsorships, with 2 in 2025, 42 in 2024, 70 in 2023, 81 in 2022, 33 in 2021, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role.