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Lattice · 4 days ago

Customer Account Manager, Upmarket

United States

Full-time

Remote

Senior Level

$149K/yr - $186K/yr

6+ years exp

Lattice is a people success platform on a mission to build cultures where employees and their companies thrive. The Customer Account Manager will serve as a trusted advisor to customers, driving satisfaction and growth while ensuring successful implementation and optimization of the Lattice platform.

Enterprise ApplicationsHuman ResourcesManagement Information SystemsProductivity ToolsSoftware

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

Qualification

B2B SaaS experienceCustomer account managementData-driven decision makingSalesforce proficiencyNegotiation skillsCustomer-oriented business acumenForecasting skillsCommunicationTeam collaboration