Key skills
Customer SuccessAccount ManagementSales LeadershipData-Driven Decision MakingCRM UsageForecastingStakeholder ManagementSwiftCRMLeadershipStrategic PlanningCommunicationNegotiationSales
About this role
Lattice is on a mission to build cultures where employees and their companies thrive. The Manager of Customer Account Management will lead a team focused on driving customer satisfaction, retention, and growth while developing strategies to enhance customer relationships and maximize revenue opportunities.
Responsibilities:
- Hire, coach, and mentor a team of Customer Account Managers (CAMs) to achieve and exceed performance goals
- Provide ongoing training, development, and feedback to enhance skills in relationship management, strategic planning, and revenue growth
- Establish clear expectations, key performance indicators (KPIs), and accountability measures to drive success
- Develop and implement strategies to optimize customer satisfaction, retention, and expansion within our customer base
- Ensure the team proactively identifies and mitigates churn risks while fostering long-term customer partnerships
- Oversee and support account planning efforts to align with customer objectives and business goals
- Collaborate cross-functionally with Sales, Customer Care, and Product teams to improve processes and enhance the customer experience
- Monitor team performance using data-driven insights, ensuring alignment with company objectives
- Drive efficiency in CRM usage, forecasting, and reporting to support decision-making and resource allocation
- Act as an escalation point for high-priority customer issues, ensuring swift resolution and satisfaction
- Gather and synthesize customer feedback to influence product development and customer engagement strategies
- Stay informed on industry trends and competitive insights to refine customer account management best practices
Requirements:
- Proven experience in customer success, account management, or sales leadership
- Demonstrated success in leading and developing high-performing customer-facing teams
- Strong strategic thinking and problem-solving abilities, with a focus on data-driven decision-making
- Excellent communication, negotiation, and stakeholder management skills
- Ability to thrive in a fast-paced, high-growth environment and drive scalable processes
- 5+ years of experience working in Account Management, Renewals Management, and/or Sales
- 3+ years of people management experience in Account Management, Renewals Management, and/or Sales