Premier Enterprise Support Manager (Associate)

Triwill Group; New York (NY); On-site; USD 108,000 - 132,000; Full time

Benefits offered by this job

Flexible PTO

Centralized home-office equipment

Health and wellness stipend

Budget for intra-office travel

Weekly coffee stipend

Job summary

Ramp is seeking an Associate Manager to lead Premier Support, a small team of senior specialists responsible for high-stakes accounts. You will coach, develop, and align the team with account strategies while partnering with Account Management to ensure top-tier service.

The role emphasizes leadership, building playbooks, and leveraging AI tools to improve workflows. You will drive performance and manage escalations, shaping the evolving support model.

Qualifications

• Minimum 2 years of people-management experience with direct accountability for others' performance and development.
• Minimum 4 years in customer-facing support, technical account management, or customer success, including enterprise or complex B2B accounts.
• Proven ability to manage performance honestly and effectively with concrete examples.
• Experience leading a team through significant change (reorg, new operating model, tooling migration).
• Experience using AI tools to improve support or account workflows.

Responsibilities

• Lead and develop a team of senior specialists. Run weekly 1:1s, provide coaching and development plans.
• Own performance: set clear standards, recognize top performers, address gaps early.
• Own team results: ensure quality, responsiveness, SLA delivery, triage by risk, load balancing, on-call rotation.
• Own escalations: drive resolution for strategic accounts and escalate to Product/Engineering when needed.
• Partner with Account Management to surface risk and align on strategy.
• Use data to diagnose issues, root cause analysis, and drive process changes.
• Build durable playbooks and scalable processes as the book grows.
• Work with AI tools daily to optimize workflows and champion adoption.
• Lead through change to keep the team aligned during transitions.

Skills

People management

Customer-facing support

Leadership

Analytical

AI tools

Communication

Ambiguity

Job description

Ramp is seeking an Associate Manager to lead Premier Support, a small team of senior specialists responsible for high-stakes accounts. You will coach, develop, and align the team with account strategies while partnering with Account Management to ensure top-tier service.

The role emphasizes leadership, building playbooks, and leveraging AI tools to improve workflows. You will drive performance and manage escalations, shaping the evolving support model.