Senior Manager, Strategic Implementations

Ramp•New York, NY

About The Position

You will be a front-line manager to a group of 5-7 Customer Activation Managers, who each manage ~4-6 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.

Requirements

Minimum of 4 years of implementation or customer activation 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

Nice To Haves

Experience with Accounting Software (e.g. Netsuite, QuickBooks, Xero, Sage) and/or Accounting (CPA)
Experience with financial services sales
Experience at a high-growth startup
Cross and upsell experience

Responsibilities

Set and maintain a high-performing culture and morale by managing a group of exceptional Customer Activation 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 CAMs to ensure team exceeds product onboarding and spend activation goals, while maintaining strong CSAT
Refine best practice playbooks for the Customer Activation 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 Activation team cross-functionally with leaders of other departments