Senior Manager of Member Engagement RAMPxchange
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Job Location:
Indianapolis, IN - USA
Monthly Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
Overview
RAMPxchange is a trusted cybersecurity marketplace that helps organizations connect with verified providers streamline procurement and make more informed security decisions. Built on the principles of trust community and integrity RAMPxchange emphasizes education transparency and long-term value over transactional sales.
The Senior Manager of Client Engagement who reports to the RAMPxchange Director is responsible for owning the end-to-end experience of clients (buyers) and providers (sellers) on the RAMPxchange platform. This role sits at the intersection of relationship management marketplace operations and customer advocacy.
Rather than carrying a traditional sales quota this leader ensures that participants are supported guided and successful from onboarding through long-term engagement. The Senior Manager of Client Engagement plays a critical role in driving retention satisfaction and organic growth by fostering meaningful high-trust relationships across the marketplace.
Responsibilities
Client & Marketplace Engagement
- Serve as the primary steward of the member experience for both clients and providers within the RAMPxchange marketplace.
- Ensure participants clearly understand how to engage transact and derive value from the platform.
Onboarding & Enablement
- Design and oversee structured onboarding experiences for new marketplace participants.
- Collaborate with internal teams to create clear guidance playbooks and educational resources.
- Ensure advisors and members are well-equipped to engage effectively without reliance on traditional sales motions.
Relationship Management & Retention
- Build and maintain strong long-term relationships with key marketplace participants.
- Proactively identify engagement risks friction points or trust gaps and work to resolve them.
- Drive retention and repeat participation through consistent value-driven engagement.
Advisor & Community Collaboration
- Partner closely with RAMPxchange Procurement and Security Advisors to support their efforts in guiding and activating new members.
- Reinforce community norms expectations and ethical standards across the marketplace.
- Help cultivate a collaborative ecosystem where clients and providers learn from one another.
Feedback Insights & Continuous Improvement
- Serve as the voice of the client internally translating feedback into actionable insights.
- Identify trends common challenges and opportunities to improve marketplace design and engagement models.
- Collaborate with leadership marketing and product stakeholders to refine offerings and positioning.
Client Engagement Team Development & Leadership
- Design build and scale a client engagement team aligned to the needs of a growing trust based marketplace.
- Define clear roles responsibilities and engagement models for team members supporting members providers and advisors.
- Hire onboard and mentor client engagement staff with a strong emphasis on relationship building sound judgment and marketplace integrity.
- Establish consistent engagement standards playbooks and escalation paths to ensure a high quality repeatable client experience.
- Collaborate with leadership to forecast engagement capacity needs based on platform growth and activity levels.
Qualifications
- 5 years of experience in client engagement customer success partnerships or relationship management.
- Experience working with B2B clients marketplaces platforms or professional services ecosystems.
- Strong ability to build trust and credibility with executive technical and procurement stakeholders.
- Excellent communication and facilitation skills; comfortable leading conversations without selling.
- High degree of integrity sound judgment and comfort operating in ambiguous environments.
- Demonstrated experience building scaling and leading client engagement customer success or relationship management teams.
- Proven ability to define roles workflows and engagement models that align with evolving business and marketplace needs.
- Experience hiring onboarding and mentoring high-performing trust-oriented client-facing professionals.
- Strong people leadership skills including coaching performance management and cross-functional collaboration.
Preferred
- Experience scaling teams in an early-stage or growth-phase marketplace platform or services organization.
- Background in designing engagement coverage models that balance high-touch relationships with operational efficiency.
- Familiarity with distributed or remote team leadership.
- Experience in cybersecurity compliance or regulated industries.
- Background in customer success leadership or marketplace operations.
RAMPxchangeis a part of the Knowledge Services Family of Solutions.
Knowledge Services established in 1994 and headquartered in Indianapolis IN is a certified woman-owned (WBE) professional services organization with over 1500 employees located in offices throughout North America. Founded by Julie Bielawski CEO of Guidesoft Inc. dba Knowledge Services is an industry leader in Managed Service Programs (MSP) Vendor Management System (VMS) Employer of Record / Payroll Services Workforce Management Survey Management and MSP for Vocational Rehabilitation Services. We provide outstanding services to major organizations in various industries including IT Healthcare Federal State and local Governments Public Utilities Telecom and more.
As such Knowledge Services is committed to providing opportunities for growth in our company in each Team Member and in our relationships. We believe titles do not define a person but provide a framework to each persons endless potential. Our focus on improving our team product and processes drive us every day. We are guided by our four Pillars that set the foundation of who we are and how we conduct business: Knowledge Integrity Innovation and Service.
Knowledge Services is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law.
Veterans military families and people with disabilities are encouraged to apply.
Applicants with disabilities may contact Human Resources via telephone e-mail and other means to request and arrange for accommodations. Please contact the Human Resources Team at or .
Required Experience:
Senior Manager
Key Skills
- Business Development
- Employee Orientation
- Public Health
- Account Management
- VersionOne
- Conflict Management
- Project Management
- Relationship Management
- Team Management
- Customer relationship management
- Human Resources
- Public Speaking
