Customer Account Manager (SMB)

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:

• 2-4 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

What the job involves:

• 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.
• 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.
• 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.