Customer Account Manager, Upmarket

Lattice is on a mission to build cultures where employees and their companies thrive. The Customer Account Manager serves as a crucial bridge between Lattice and customers, focusing on driving customer satisfaction, retention, and growth through strategic partnerships and platform adoption.

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

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 the 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