Manager, Customer Account Management, SMB

🕒 il y a 14 jours

🗽 New York – Distant

🗽 New York – Remote

💵 $123 550 - $154 350 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

💰 Responsable de comptes

🦅 Parrain de Visa H1B

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Lattice

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2015

☁️ SaaS

👥 RH Tech

🏢 Entreprise

SaaS • HR Tech • Enterprise

Lattice est une plateforme de gestion des personnes conçue pour aider les organisations à améliorer l'engagement, la performance et le développement des employés. Elle propose des outils pour les évaluations de performance, la définition d'objectifs, le feedback des employés et l'analyse pour aider les équipes RH et les managers à favoriser une culture de haute performance. Lattice s'intègre à divers systèmes HRIS et vise à rationaliser les opérations RH en centralisant les données et en automatisant les flux de travail. La plateforme soutient les équipes RH stratégiques dans la gestion des informations des employés, l'amélioration de la performance, la capture des sentiments des équipes et la fourniture d'informations, garantissant que l'entreprise peut créer une excellence opérationnelle et des expériences de travail significatives pour les employés.

Description

• Lead and Develop a High-Performing Team: 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. • Drive Customer Success and Retention: 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. • Operational Excellence & Strategy Execution: 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. • Customer Advocacy & Continuous Improvement: 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.

🎯 Exigences

• 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

🏖️ Avantages

• 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 • Sabbatical Program • Invest in Your People Fund