Customer Account Manager, Upmarket

What You Will Do:

• 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

What You Will Bring to the Table

• 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