Summary

Ramp is in a critical phase of growth. We are investing in tech and product-enabled strategies to improve how we onboard this critical customer base at scale. You’ll work directly with our VP of Customer Activation and Success to drive new initiatives that leverage our Scaled CSM team, in-product enhancements, and AI. You will collaborate closely with our Customer Success, Product, Data, and Revenue Operations teams to deliver on ambitious self-service activation goals. This is a key role where you will be uniquely positioned to drive Ramp’s self-serve business forward across multiple functions.

What You’ll Do

1. Drive the self-service customer onboarding strategy and execution, working directly with VP Customer Activation, Scaled Customer Success Managers, and Product
2. Partner directly with Scaled CSM leadership to iterate on new scaled onboarding initiatives, including group onboarding motions and leveraging Applied AI 
3. Maintain and improve an AI chatbot to assist new customers during onboarding
4. Conduct deep data analysis, and build dashboards to identify areas of strength and opportunity for Ramp’s activation funnel 
5. Run regular metrics reviews and deep dives cross-functionally 
6. Partner closely with the Product & Design team to ensure that activation product initiatives directly improve customers’ self-onboarding experience

What You'll Need

1. Minimum 5-7+ years of experience total in go-to-market, operations/strategy, management consulting, or venture capital, with at least 2 years operating experience at a startup 
2. You have a “get things done” mentality; you can dissect complex problems, identify solutions, and drive these solutions to completion with a high degree of autonomy
3. You are resourceful, have a strong willingness to learn, and can pick up new skills where needed (e.g. Looker, SQL)
4. You are creative and can see how the pieces of a complex problem fit together; you feel comfortable challenging assumptions when they are not well-based
5. You like to build - you enjoy the process of going from problem to solution regardless of the medium
6. You’re a master with data analysis, and have an exceptional ability to draw key insights from both quantitative and qualitative data
7. You have a team-first mentality and communication skills that allow you to influence others at all levels and across all functions within the organization to rally behind shared business goals
8. You have experience working with technical counterparts in Product and Engineering to share feedback, troubleshoot and ideate workarounds as needed
9. You have an ability to anticipate customers’ needs and position product solutions accordingly
10. High adaptability and ability to thrive in a fast paced environment

Nice to Haves

1. Command of Looker, SQL, Salesforce, Outreach and other business systems and tools, or a strong willingness to learn
2. Experience with financial services 
3. Experience at a high-growth startup

Skills

• Communications Skills
• Database Management
• Operations
• Problem Solving
• SQL
• Strategic Thinking