Challenging Role with Organizational Gaps - Technical Account Manager Rippling Employee Review

The organization struggles with silos, high turnover, and a disconnect between customer-facing teams and product/engineering. Support for customer issues is inconsistent, and ticket resolution can be delayed due to lack of dedicated engineering involvement. The role often includes managing support escalations and filling gaps left from the implementation phase, which can be overwhelming without appropriate resources. Engineering releases sometimes introduce bugs or unfinished features, with limited follow-up based on customer feedback. Onboarding is brief and learning is largely self-guided. While enablement resources exist, achieving deep product expertise across such a broad platform is challenging. Role expectations are broad—ranging from customer retention and product consulting to escalation handling and technical troubleshooting—making it difficult to maintain work-life balance.