Knowledge Services · 2 days ago
Senior Manager of Member Engagement - RAMPxchange
Indianapolis, IN
Full-time
Onsite
Senior Level
5+ years expKnowledge Services is a certified woman-owned professional services organization that provides a range of services across various industries. The Senior Manager of Client Engagement is responsible for managing the client experience on the RAMPxchange platform, ensuring participant satisfaction and retention through effective relationship management and support.
Cloud ManagementConsultingHuman ResourcesInformation ServicesInformation TechnologyService IndustrySoftware
Responsibilities
Serve as the primary steward of the client experience for both clients and providers within the RAMPxchange marketplace
Ensure participants clearly understand how to engage, transact, and derive value from the platform
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 clients are well-equipped to engage effectively without reliance on traditional sales motions
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
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
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
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 clients, 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
Qualification
Required
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
Company
Knowledge Services
Knowledge Services is a certified woman-owned business enterprise (WBE) that is reshaping how public and private organizations work together to better serve our nation.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Fred Brittain
Vice President of Information Security
Company data provided by crunchbase