Customer Account Manager

🕒 Yesterday

🇺🇸 United States – Remote

💵 $149.1k - $186.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💰 Account Manager

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Lattice

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

☁️ SaaS

👥 HR Tech

🏢 Enterprise

SaaS • HR Tech • Enterprise

Lattice is a people management platform designed to help organizations improve employee engagement, performance, and development. It offers tools for performance reviews, goal setting, employee feedback, and analytics to help HR teams and managers foster a high-performance culture. Lattice integrates with various HRIS systems and aims to streamline HR operations by centralizing data and automating workflows. The platform supports strategic HR teams in managing employee information, driving performance, capturing team sentiment, and providing insights, ensuring that the company can build operational excellence and meaningful work experiences for employees.

📋 Description

• 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 • 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

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • Life, AD&D, and Disability Insurance • Emergency Weather Support • Wellness Apps • Paid Parental Leave • Paid Time off inclusive of holidays and sick time • Commuter & Parking Accounts • Lunches in the Office • Internet and Phone Stipend • One time WFH Office Set-Up Stipend • 401(k) retirement plan • Financial Planning • Learning & Development Budget • Invest in Your People Fund