Implementation Specialist, Platform

Rippling’s Professional Services team is responsible for ensuring customers see incredible business transformations by maximizing the value of our core Platform- including custom workflows, advanced reports/analytics, permission profiles, and approvals.

Professional Services engagements are consultative and customized based on the customers’ unique needs/pain points.

The ideal candidate is a customer advocate, product advocate, and natural problem solver. This role specifically, is technical. A candidate who is strong in Excel/ SQL and is curious about technology and platforms will succeed. 

What you will do 

• Ensure our customers are set up for success with our core platform:
• • Discover our customers’ business needs and priorities
  • Solution customer’s business needs/priorities via workflows, reports, permissions and approvals
  • Build custom workflows, formula fields (requires you to build queries in RQL), advanced reports, permission profiles, and approvals
  • Train customers on the core platform
• Deliver to key KPI’s: project completions, CSAT, and adoption/exit gate adherence
• Work cross-functionally with CX, product, and marketing to maximize product adoption.
• • Design and document new use cases for our platform.
  • Train our internal and external teams through webinars
  • Contribute to our knowledge base and serve as a subject matter expert on the Platform
• Actively contribute to the development of new Platform features
• • Coordinate with product and engineering teams to support new use cases.
  • Assist with user testing and beta programs for new features.

What you will need

• 2+ years of SaaS experience in professional services, implementation, or customer success
• • An ability to build relationships with customers
  • An ability to manage a book of business and control the customer’s implementation experience
  • A curiosity for product/technology
• Strong preference 
• • Experience writing your own SQL queries
  • Prior experience working at an HR/IT SaaS company 
• Ruthless prioritization and time management
• Strong attention to detail and ability to solve complex, interdependent problems
• Boundless energy to help other teams and your customers…all with a “can-do” attitude!
• Flexible to scaling and changing organizations and responsibilities
• Experience working with product and engineering teams to build and launch new products or features