Customer Account Manager, Upmarket

Lattice

11d•Remote

About The Position

The Customer Account Manager serves as a crucial bridge between Lattice and our customers, combining strategic partnership with revenue growth to help organizations make work more meaningful for their teams. In this role, you'll build and nurture strong relationships while serving as a trusted advisor to your portfolio of customers. You'll drive platform adoption, ensure customer satisfaction, and identify growth opportunities that align with our customers' evolving needs. As a Customer Account Manager, you'll help organizations transform their people practices through the successful implementation and optimization of the Lattice platform. Your success will be measured by your ability to drive customer outcomes, retain and grow accounts, and ensure customers achieve maximum value from their investment in Lattice. This is an exciting opportunity to join Lattice during a time of high-growth. You will also play a key role in helping us expand our market presence while maintaining our reputation for exceptional customer partnership. If you're passionate about helping organizations build stronger cultures and more engaged teams while driving business results, we’d love to speak with you.

Requirements

6+ years of customer and/or account management experience
Excellent communication, negotiation, and forecasting skills
Experience working in a B2B SaaS environment is required, experience working with the HR Technology space is preferred
Experience carrying a retention target or quota with the ability to develop compelling strategies that deliver results is required
Demonstrated customer-oriented business acumen, including
Ability to gather and use data to inform decision making and persuade others
Ability to assess business opportunities and read prospective buyers
Ability to orchestrate the closure of business with an accurate understanding of prospect needs
Ability to include multiple partners and members of the company management team to position company products against direct and indirect competitors
Proficiency with tools including Salesforce, Gainsight, Drift, Google Suite, and Slack

Responsibilities

Serve as a trusted advisor to drive customer satisfaction, retention, and growth across your portfolio of accounts
Build relationships with key decision makers and stakeholders across a dedicated customer base
Partner with customers to understand their business objectives and develop strategic plans to achieve them through Lattice
Drive customer growth by proactively identifying opportunities to deliver greater customer value
Work closely with cross functional partners in Customer Care & Activation to support customer adoption and with Sales to capture expansion opportunities
Operate with a high level of customer orientation including, but not limited to
Researching customers’ businesses and preparing thoughtful questions and insights in advance of customer meetings
Asking layered, open-ended questions to understand and clarify customers’ objectives and challenges beyond surface-level detail
Adapting and shifting communication style and content to fit the needs of different stakeholders
Leading with solutions, not products, when making recommendations aligned to customer objectives
Engaging customers consistently to confirm and clarify value and adapt a strategy when needed to optimize ROI
Using data and insights to support investment recommendations or overcome customer objections
Proactively mitigating churn risk by adopting a holistic, customer-centric approach
Applying business acumen in account planning by considering economic, industry, and company factors with a customer-centric lens
Mapping all key stakeholders in an account to assess the strength of the account relationship and create account outreach strategy
Act as the voice of the customer to provide feedback for product and service improvements
Consistently practice humility - seeking guidance from colleagues when faced with novel challenges or untested scenarios
Maintain discipline in territory and account planning, forecasting, quota attainment, and using the CRM and other sales tools