Senior Customer Success Manager / Project Manager Who are we? We are in the business of making recruiting effortless, human and delightful. We today serve 500K+ employees in 25+ countries through our SAAS offering - RippleHire. RippleHire is a winner in Nasscom Emerge50 enterprise category, picked as a futuristic HR technology by People Matters. We delight over half a million users in 25+ countries, and we are looking for Customer Success professionals who will build strong relationships with customers and collaborate with cross-functional teams internally to deliver consistently excellent customer experiences throughout the customer journey. The ideal candidate is highly customer centric, experienced with product implementations, passionate about learning and using analytical skills to identify problems, find solutions, and improve relationships. What will you be doing? Lead Product Implementation Projects Lead end-to-end project management for multiple concurrent projects Develop comprehensive project plans, timelines, and own outcomes and customer sentiment Define project scope, goals, and deliverables in collaboration with stakeholders Monitor project progress and adjust plans as needed to ensure successful delivery Set up and run governance meetings internally and externally. Proactively identify project risks, develop mitigation strategies and communicate with customer leadership. Manage expectations and resolve conflicts when they arise Present project updates and outcomes to executive leadership Act as first advisor to the implementation team internally. Review the status of their work and provide necessary guidance & mentorship. Support them on any customer alignment needed during all stages Strategic Partnership, Value Delivery & Relationship Management: Understand the customers key hiring objectives, their goals and their challenges, and use a consultative approach to help address them. Develop, execute and continuously review customer success plans to define shared goals, KPIs, and align our solution to our customers organizational objectives, initiatives and strategies. Drive product adoption and improve engagement through education and best practice sharing Provide support on queries/issues reported by end users, conduct analysis on issues, collaborate with the engineering team to provide resolutions. Leverage data-driven insights and regularly communicate the impact of the product and engagement on the customer’s desired outcomes through monthly and quarterly reviews Liaison between the customers and internal teams to ensure any technical or product related issues are resolved Be the voice of the customer and provide insightful feedback to the product teams to inform the product roadmap Analyze trends in CSAT and NPS scores to identify areas for improvement Build strong customer advocacy to boost customer referrals and develop case studies Ensure customer retention and growth through meaningful interactions and value delivery Required Skills 6-10 years of experience in customer facing roles in Customer Implementation, Project Management or Customer Success in the TA Tech or HR Tech domains Experience in at least 2 hands-on product implementations in TA Tech or HR Tech solutions as a Functional / Techno-Functional Consultant Strong technical acumen with the ability to understand configurations and solution customer needs through the product Project management experience with demonstrated ability to manage multiple implementation projects simultaneously Demonstrated agility, adaptability and growth mindset to drive change management Strong skills in written and verbal communication and presentation Self starter with the ability to think out of the box and arrive at creative problem solving initiatives Analytical and data driven with the ability to use derive insights in reports and dashboards and communicate effectively Strong stakeholder management skills with the ability to assertively manage conflicts and drive timely outcomes
Technical Implementation Consultant Technical Implementation Consultant will be responsible for and lead the companys technical implementation and configuration of RippleHire software for enterprise customers. The consultant will be a high energy, “figure-it-out” individual that will follow the implementation methodology to deliver projects on time and on budget with maximum customer satisfaction. The consultant will be responsible for successfully setting the system, ensuring all integration touchpoints are implemented and establishing functional relationships with customers and delivering exceptional service in a timely manner. This role is also accountable for delivering services to our clients in the execution and delivery of other already existing projects. Key Responsibilities: Engage with customer IT teams to assess system requirements, security policies, and integration needs. Lead technical discovery sessions to understand customer environments, including HRIS/ATS systems, APIs, authentication protocols, and data structures. Design and implement integration solutions using REST APIs, webhooks, and other middleware Create documentation as per customers use case. Collaborate with product and engineering teams to troubleshoot technical challenges and provide timely resolutions to customers Support data migration efforts, ensuring data integrity and seamless transition from legacy systems. Assist customers with single sign-on (SSO) implementation and authentication configurations (SAML, OAuth, etc.). Conduct testing and validation of integrations, identifying and resolving discrepancies before go-live. Develop technical documentation, including integration guides, configuration trackers, and troubleshooting manuals. Provide technical training to customer IT teams and administrators on system maintenance, monitoring, and troubleshooting best practices. Serve as the primary technical contact throughout the implementation lifecycle, ensuring a smooth transition to post-go-live support. Identify potential integration risks in implementation projects and proactively address them in collaboration with stakeholders. Responsible for analysing and basic testing of integration methods. Master and maintain detailed knowledge of RippleHire's product-suite configuration options Skills & Qualifications: Must-Have: 2+ years of experience in technical implementation, software deployment, or system integration roles. Hands-on experience with API-based integrations, preferably in HR Tech or SaaS platforms. Strong understanding of data formats and protocols (JSON, XML, REST, SOAP, etc.). Experience with authentication and security protocols such as SAML, OAuth, and JWT. Knowledge of database structures, SQL queries, and data migration best practices. Ability to troubleshoot and resolve technical issues across complex system landscapes. Strong communication skills to effectively interact with technical and non-technical stakeholders. Proficiency in scripting or programming languages (e.g., Python, JavaScript) for automation and integration tasks. Self-starter with a problem-solving mindset and the ability to work in a fast-paced environment. Highly Preferred: Bachelor's degree in Computer Science, Information Systems, or a related field. Prior experience implementing HR Tech solutions such as ATS, HRMS, or recruitment automation tools. Familiarity with cloud environments (AWS, Azure, Google Cloud) and DevOps practices. Experience with ETL processes and large-scale data migrations. Exposure to AI-powered recruitment technologies and automation frameworks.
Implementation Manager/Consultant Who are we? RippleHire is an award winning recruiting platform. Made in India, Made for the world. We build products that make recruiting effortless, human and delightful. What will you be doing? Implementation Manager/Consultant will be responsible for and lead the companys implementation and configuration of RippleHire software for enterprise customers. The consultant will be a high energy, “figure-it-out” individual that will follow the implementation methodology to deliver projects on time and on budget with maximum customer satisfaction. The consultant will be responsible for successfully establishing functional relationships with customers and delivering exceptional service in a timely manner. This role is also accountable for delivering services to our clients in the execution and delivery of other existing projects. Essential Duties and Responsibilities include the following. Other duties may be assigned. Conduct discovery workshops with the customer by identifying the customer’s current talent acquisition process and future state needs. Create and manage project plan in partnership with the customer’s internal project manager Conduct design workshops or solution walkthroughs based on discovery. Participate in weekly customer project team meetings, maintaining “action items” lists Provide best-practice guidance on customer processes Configure application to meet customer needs and maintain configuration tracker. Document and track customer product enhancement requests and challenges, and partner with the product teams to deliver timely updates to the customer Bring in additional consultants and technical resources as necessary to provide the most effective advisory and recommendations to the customer Provide train-the-trainer, administrative, and reporting training to the customer Manage the relationship with the customer and be RippleHire's primary “face” to the customer throughout the implementation process Identify risks and challenges, and involve the key customer stakeholders as well as the Customer Success Manager to manage escalations Document customer business needs, implemented/configured processes, and any unresolved open action-items; deliver this documentation to Customer Success unit Partner with the Customer Success manager to ensure regular communication and updates to all key stakeholders throughout the implementation process Master and maintain detailed knowledge of RippleHire's product-suite configuration options Complete implementation projects within the time allotted, with high levels of customer success from the business process, and with high levels of customer delight. Skills QUALIFICATIONS AND COMPETENCIES To perform the job successfully, an individual should possess the following qualifications and core competencies. Must have completed at least one end-to-end implementation lifecycle of a recruiting ATS platform/recruiting solution in the capacity of Implementation Manager/Consultant/Technical CSM Strong understanding of the recruitment lifecycle, processes and key challenges Excellent skills in presentation, oral and written communication with the ability to manage difficult conversations Exceptional collaboration and project management skills, with the ability to prioritize and multitask Proficiency in Microsoft Word, Excel, PowerPoint Willingness to travel as needed (For the post COVID era.) A self starter with demonstrated ability to learn new technology quickly through instruction and self-training EDUCATION AND EXPERIENCE Degree in computer science, information systems or a related field of its equivalent. Experience in implementing any Employee referral /Applicant Tracking Systems software (Taleo, Kenexa, Success Factors, Cornerstone, SAP, PeopleSoft, or other applicant tracking systems) Good experience in software integrations within or for a Human Resource department Experience with managing the quality assurance processes for software implementations