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Manager, Customer Account Management, Sr.SMB
@Lattice
[Hiring] Manager, Customer Account Management, Sr.SMB @Lattice
Apr 04, 2025 - Lattice is hiring a remote Manager, Customer Account Management, Sr.SMB. 💸 Salary: $123,550 - $154,350 base plus variable compensation. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
As a Manager of Customer Account Managers, you will lead and empower a team responsible for driving customer satisfaction, retention, and growth. You’ll develop strategies to enhance customer relationships, ensure platform adoption, and maximize revenue opportunities while fostering a culture of collaboration and continuous improvement.
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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.
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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.
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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.
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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.
Qualifications
- 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.
Requirements
- The estimated annual cash salary for this role is $123,550 - $154,350.
- This position is also eligible for incentive stock options, subject to the terms of Lattice’s applicable plans.
- This position is also eligible for variable compensation of $52,950 - $66,150 subject to personal performance, company performance, and the terms of Lattice’s applicable plans.
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
- Sabbatical Program
- Invest in Your People Fund
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
$123,550 - $154,350 base plus variable compensation
|
Remote
Location
USA
|
|
Job Type
unspecified
|
Posted
Apr 04, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
