About the roleRippling is looking for a Partner Success Manager to support our Broker Partners. As a PSM you will help our partners leverage Rippling to its fullest potential for their clients as well as internally within their own firm. You will partner closely with product and engineering teams to develop our product functionality based on the experience and feedback from our partners. You will own key partner relationships in tandem with Channel AEs, and be responsible for turning partners into long-term champions, creating new processes, all while providing an impeccable customer experience along the way. As a part of the Technical Account Management org your impact should lead to the mutual success of our partners and growth of our partner program overall.
What you will do- Develop long-lasting relationships - Manage a book of business, and own relationships with your key stakeholders - Build Rippling advocates!
- Become a virtual member of your partners' teams - showing them how to improve workflows through the use of Rippling's features including Benefits, Payroll, Reporting/Analytics, etc
- Increase adoption - Drive partner adoption of new feature roll-outs
- Offer white glove service - Ensure partners feel supported and engaged through attentive, personalized guidance and product enablement
- Triage critical customer & partner issues to resolution - Act as the Rippling liaison for partner questions, issues, or escalations. Make partners feel supported by your sense of urgency and advocacy, ensuring their issues are resolved as they arise.
- Become a product expert - you'll be a go-to resource for both partners and coworkers in a short amount of time
- Build cross-functional ties across Rippling
- Think like a partner - work directly with our engineering and product teams to constantly build new features and deliver an amazing new customer & partner experience
- Hold partners accountable to success through business reviews in alignment with their assigned Channel AE
What you will need- 3+ years of work experience at a SaaS company, preferably in the HCM category, in a customer or partner-facing role
- Strong benefits background
- Stellar written and verbal communication skills
- Track record of building strong customer or partner relationships
- Flexibility with changing job duties and responsibilities
- Excellent at time management, prioritizing tasks and adapting on a day to day basis
- Passion for training both partners and internal teams
- Thrives at building new processes when they don't exist
- Interest in actively working with product and engineering teams
About the teamThe Partner Success Team works exclusively with our channel partners including brokers, accountants, and resellers. Our team is spread across the US and comprises around fifteen PSMs. We collaborate closely across various functions at Rippling including our implementation team, CX org, and our product and engineering teams. The PSM team has been lucky enough to work with some of our partners for 4+ years forging incredibly impactful working relationships.
Additional InformationThe pay range for this role is:
85,200 - 117,000 USD per year (US Tier 2)
79,300 - 110,500 USD per year (US Tier 3)
