The opportunity
You will be a front-line manager to a group of 6-8 CSMs, who each manage ~60 Activations at a given time in Ramp’s Mid Market portfolio. You will be responsible for developing and standardizing implementation best practices, 1:1 coaching and mentoring, building a repeatable and…
What you'll do
Set and maintain a high-performing culture and morale by managing a group of: exceptional CSMs to drive thorough and efficient onboarding and product activation for Ramp’s medium/large 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 CSM 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 retaining and expanding Ramp’s Mid Market segment
Build and leverage internal AI tools and Salesforce dashboards to monitor the: success of our customers and the performance of the team
What they're looking for
- Report on team performance and forecast to senior leadership
- Represent the CSM team cross-functionally with leaders of other departments
