Senior Manager of Enterprise Implementations, Ramp

• Minimum of 4 years of implementation or customer success experience as an individual contributor, with a proven, consistent track record exceeding goals
• Minimum of 3 years of experience building and leading implementation or customer success teams with a proven track record of exceeding goals
• Prior demonstrated success in fast-paced, results-oriented GTM environments, ideally at SaaS companies
• A passion and excitement for hiring, with a thoughtful approach to team planning and development
• Ability to articulate technical product and financial value points to customers, including executive leaders
• Proficiency in data analytics tools (Salesforce, Looker, and Excel)
• Ability to leverage data to drive decisions, create systems, and identify process improvements to improve efficiency
• Strong collaboration and influencing skills, demonstrated through excellent communication and presentation skills

Desirable

• You will be a front-line manager to a group of 5-7 Customer Success Managers, who each manage ~10-30 complex implementations at a given time in Ramp’s Large Account and Enterprise portfolio
• You will be responsible for developing and standardizing implementation best practices, 1:1 coaching and mentoring, influencing customer activation strategy, and working closely with leaders across Sales, Marketing, Operations, Risk, Product, and the executive team to drive positive outcomes for this segment
• As a key member of the Enterprise Implementation leadership team, you will have the opportunity to help build and refine Ramp’s customer success and onboarding motion
• Set and maintain a high-performing culture and morale by managing a group of exceptional Customer Success Managers to drive thorough and efficient onboarding and product activation for Ramp’s largest and most complex customers
• Oversee the daily activities and quota performance management of individual CSMs to ensure team exceeds product onboarding and spend activation goals, while maintaining strong CSAT
• Refine best practice playbooks for the Customer Success team, and improve team output and efficiency over time by optimizing systems and processes
• Develop and execute career development and leadership plans for direct reports; inclusive of but not limited to daily 1:1 mentoring, coaching on sales skills, enhancing product knowledge, providing call feedback, and running enablement sessions
• Act as a voice of the customer and key contributor to building out Ramp’s Enterprise segment
• Build and leverage Salesforce dashboards to monitor the success of our customers and the performance of the team
• Report on team performance and forecast to senior leadership
• Represent the Customer Success team cross-functionally with leaders of other departments