Technical Account Manager, Direct (Mid-Market)

Rippling People Center Inc.•Austin, TX

38d•Hybrid

About The Position

Rippling is seeking a customer-obsessed Technical Account Manager (TAM) to join our rapidly scaling team. As a core part of our Customer Success organization, you'll serve as an emerging strategic technical advisor for our largest and most complex customers. This transitional role requires exceptional technical troubleshooting and cross-functional coordination to drive rapid resolution for critical customer milestones and issues. More than a relationship manager, you will be a single point of contact for solving complex challenges, acting as a critical liaison between customers and our internal product and engineering teams. This role is for a self-starter who thrives on solving intricate problems and is committed to delivering an impeccable customer experience.

Requirements

3-5+ years of experience in a technical, customer-facing role at a SaaS company (e.g., Technical Account Manager, Customer Success Manager, Account Manager, or similar).
Proven subject matter expertise in one or more of the following: B2B SaaS, HR, Payroll, Benefits Administration, or IT.
Exceptional problem-solving and technical troubleshooting skills.
Stellar written and verbal communication skills with a track record of building strong customer relationships.
Demonstrated ability to manage a portfolio of 40-45 accounts and adapt to changing responsibilities.
Passion for training both customers and internal teams.

Nice To Haves

Experience at a technology-focused PEO or HRIS company.
Experience with a multi-product platform.

Responsibilities

Act as a trusted technical and strategic advisor by becoming a subject matter expert across Rippling's entire platform, including complex and regulated fields like payroll, benefits administration, and HR.
Provide proactive technical consultation by translating complex technical resolutions and RCAs into best-practice recommendations for customers to optimize their workflows and prevent future issues.
Act as the primary cross-functional liaison between the customer and internal Product, Engineering, and Support teams to drive rapid resolution on the most critical issues.
Build long-term relationships by owning a book of clients, guiding them through key milestones such as open enrollment and year-end payroll filing.
Identify and qualify add-on opportunities and support renewal negotiations in partnership with your Account Manager counterparts.
Master the Rippling product suite and the nuances of how our offerings work together.
Work directly with customers to understand their core business needs and advise on the most effective Rippling solutions.