Customer Account Manager, Upmarket
Lattice
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $149,100 - $186,200 per year
Job Level
Mid-LevelSenior
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer managementaccount managementdata analysisstrategic planningnegotiationforecastingretention strategiesbusiness acumenB2B SaaSHR technology
Soft skills
customer orientationrelationship buildingcommunicationadaptabilityproblem-solvingcollaborationhumilityinsight generationstakeholder engagementpersuasion