[Hiring] Product Specialist @Rippling

Role Description

You are the primary owner of the customer's migration journey from the existing Scheduling / Time & Attendance platform to our new Scheduling / Time & Attendance platform. The Product Specialist is responsible for taking end-to-end ownership of migrating customer accounts, driving successful enablement, adoption, optimization, and retention during the critical 0–10 day migration window and beyond. In this role, you will partner directly with customers, consulting with them on best practices, leading live technical demonstrations, resolving complex transition challenges, and ensuring a white-glove onboarding experience that builds long-term confidence and prevents customer churn.

What you will do

• Own the Migration Journey: Take complete, end-to-end ownership of customer accounts during their transition, acting as their dedicated partner to drive seamless enablement, high feature adoption, and retention.
• Drive Enablement & Adoption: Host structured product sessions via Zoom and moderate weekly educational webinars to train migrating customers.
• Proactive Risk Mitigation: Identify and proactively engage at-risk accounts early in the migration lifecycle to address technical hurdles, drive core platform adoption, and safeguard long-term retention.
• Churn Save Execution: Intercept and manage accounts requesting cancellation by executing targeted churn save motions, re-aligning platform value to their operational needs, and resolving critical friction points.
• Consult & Optimize: Deeply understand migrating clients' unique operational workflows and guide them on how to optimize and transition their setup within the Rippling platform.
• Deliver White-Glove Support: Serve as the main escalation point for customer transition issues across Zoom, email, text, and phone. Manage high-stress client interactions with empathy and patience to restore customer confidence and process cancellation requests promptly with proper follow-up.
• Collaborate Cross-Functionally: Work directly with Product and Engineering teams to report bugs, trace edge cases, and share customer feedback. Track cases in Salesforce and feature requests in Jira, following up with customers once resolved. Partner with SDRs to route product inquiries and identify expansion or cross-sell opportunities.
• Customer Experience: Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction and taking charge of customer issues from start to finish.

Qualifications

• Bachelor's degree
• 1-4 years of customer support experience in a SaaS business
• Demonstrated experience in problem-solving, troubleshooting a SaaS product, with attention to detail.
• Curiosity, resourcefulness, and dependability - getting joy from going above and beyond to make customers successful.
• Time management skills and ability to prioritize
• Excellent communication skills, both written and verbal (in English)
• The ability to work remotely between the hours of 7:00AM-7:00 PM CST

Requirements

• Account Management & Ownership: Proven experience managing customer relationships and "owning" client accounts during transitions, with a strong bias for action and a passion for helping customers succeed.
• Customer De-escalation: Proven ability to manage high-stress client interactions, handle complex inquiries with empathy, and restore customer confidence.
• Clear Communication: Ability to explain complex technical concepts simply to non-technical users in both written and verbal communications.
• Problem-Solving & Attention to Detail: Strong critical thinking skills to identify technical patterns, solve complex, interdependent problems, and surface systemic product bugs.
• Adaptability: Comfortable working in a fast-paced environment with continuous software and process updates.

Benefits

• Medical, dental, vision, life insurance
• Retirement benefits
• Paid time off