Implementation Manager - EOR (Employer of Record)
About the role
This is an exciting opportunity to be a foundational team member of Rippling’s Global Employer of Record Implementation team. Rippling believes that we can change the way small businesses manage HR & IT programs. As an Implementation Manager, you will own the customer experience from project kick-off through launch. Through customer education and one-on-one advising, you will ensure customers are set up for success with the Rippling products they have purchased. In addition to your core role as an Implementation manager, you will also have the opportunity to take on independent projects and show individual strengths, from product to client experience. Your work will ensure that our clients will have a seamless implementation experience!
What you will do
Serve as the Rippling expert for your customers throughout their EOR implementation experience including navigating country-specific requirements, intricacies of EOR timelines and urgencies, and EOR hiring practices.
Own the successful launch of the customers’ Global Employer of Record (EOR) implementation within the customer’s timelines - from hiring their first EOR employee to running their first EOR payroll.
Deliver customer value by deeply understanding your customers’ use cases and aligning them to Rippling’s best practices.
Collaborate with internal teams such as Customer Experience, R&D, Compliance, and Sales to improve our process and launch new features.
Contribute to the development and documentation of implementation processes and best practices.
Willingness to see an issue through resolution with active follow-up and tracking.
What you will need
Minimum of 3 years experience in Implementation, Technical Account Management, or Customer Success at a fast-paced SaaS company.
An excellent investigator - digging into details from client questions, country requirements, product issues, and global benefits.
You love interacting with customers and always seek to deliver a great customer experience.
Creative in finding solutions: You are relentless in searching documentation, asking questions, and you always seek to understand the why behind customer requests and product requirements.
Proven project management experience deploying multiple projects simultaneously and on time in a fast-paced environment. Nothing slips through the cracks.
Confidently navigate multiple external stakeholders that can range from executives to front-line staff in IT, to Operations, to HR, to Finance.
Comfortable working in an autonomous environment, can expertly prioritize, and have a knack for identifying internal and external blockers.
2+ years experience in a customer-facing position within the HCM space (HR, Payroll, Benefits, PEO, ETC).
Proficient in tools such as JIRA, SFDC, G Suite, Outreach, Mac Computers