Associate Manager, Premier Support - Enterprise

Ramp Corp.; New York (NY); On-site; USD 108,000 - 132,000; Full time

Benefits offered by this job

Flexible PTO

Home-office equipment ordering

Health and wellness stipend

Job summary

Ramp is hiring an Associate Manager to lead Premier Support. You will coach senior specialists, own performance and escalation handling, and partner with Account Management to protect high-value accounts.

This role is pivotal in shaping the new playbook and establishing scalable processes as the team grows. You will lead through change, champion AI-powered workflows, and ensure quality and responsiveness across critical enterprise accounts.

Qualifications

• Minimum 2 years of people-management experience with direct accountability for performance and development.
• Minimum 4 years in customer-facing support, technical account management, or customer success with enterprise or complex B2B accounts.
• Proven ability to manage performance honestly and effectively with examples.
• Experience leading a team through significant change (reorg, new operating model, tooling migration).
• Strong analytical instincts: data-driven decision making with root-cause analysis.
• Excellent written and verbal communication, able to engage executives and teams clearly.
• Comfort leading in ambiguity and building processes while running them.
• Experience using AI tools to improve support or account workflows.

Responsibilities

• Lead and develop a team of senior specialists, conduct weekly 1:1s, provide targeted coaching and development plans.
• Own performance and ensure a high bar for quality, with tough conversations when needed.
• Own team results: ensure quality, responsiveness, SLA delivery, triage by risk, load balancing, and on-call coverage.
• Own escalations and drive resolution, escalating to Product or Engineering as appropriate.
• Partner with Account Management to surface risk and feed product/account signals back.
• Use data to identify trends, root causes, and implement coaching or process changes.
• Build durable playbooks, documentation, and processes; plan capacity as the book grows.
• Work with AI tools daily to improve CX operations and guide tool evolution.
• Lead through change as Premier evolves and scales.

Skills

People management

Enterprise customer success

Data analysis

AI tools

Communication

Ambiguity leadership

After-hours availability

Job description

Ramp is hiring an Associate Manager to lead Premier Support. You will coach senior specialists, own performance and escalation handling, and partner with Account Management to protect high-value accounts.

This role is pivotal in shaping the new playbook and establishing scalable processes as the team grows. You will lead through change, champion AI-powered workflows, and ensure quality and responsiveness across critical enterprise accounts.