Manager, Customer Account Management, Sr.SMB

As the Manager, Customer Account Management at Lattice, your primary responsibilities revolve around leading a high-performing team of Customer Account Managers (CAMs). You'll drive customer success, focusing on satisfaction and retention, while also developing strategies to enhance customer relationships and maximize revenue opportunities. This includes overseeing account planning, collaborating with cross-functional teams, and acting as an escalation point for any high-priority customer issues. Engaging in continuous improvement by gathering customer feedback to influence product development is also a significant aspect of the role.

To be considered for the Manager, Customer Account Management position at Lattice, candidates should possess a proven background in customer success, account management, or sales leadership. Requirements include at least 5 years of experience in account management or renewals management, along with a minimum of 3 years in a people management role. Strong communication and problem-solving skills are essential, as is the ability to thrive in a fast-paced, high-growth environment.

The expected annual cash salary for the Manager, Customer Account Management position at Lattice ranges from $123,550 to $154,350, depending on experience and qualifications. In addition, there are opportunities for variable compensation between $52,950 and $66,150 based on personal performance and company performance metrics. This competitive compensation structure reflects Lattice’s commitment to rewarding talent and hard work.

Lattice places a strong emphasis on employee development, particularly for managerial positions like the Manager, Customer Account Management. The company provides ongoing training, mentorship, and a learning and development budget to facilitate continuous growth. You will also have the opportunity to participate in a sabbatical program and access financial planning resources, all aimed at fostering professional development and achieving career goals within the company.

In addition to a competitive salary, the Manager, Customer Account Management role at Lattice comes with a comprehensive benefits package. This includes medical, dental, and vision insurance, life and disability insurance, wellness programs, paid parental leave, and generous paid time off. Employees also enjoy a 401(k) retirement plan, commuter and parking accounts, and stipends for office setup and internet/phone expenses. These benefits reflect Lattice’s commitment to creating a supportive work environment.

In a customer account management role, building strong relationships with clients starts with understanding their needs and expectations. I prioritize active listening during meetings, allowing clients to express their concerns and goals. From there, I focus on personalized communication and regular follow-ups, ensuring they know I'm their go-to person for assistance. Building rapport is about trust, reliability, and being genuinely interested in their success.

Absolutely! In my previous role, I noticed some clients expressing dissatisfaction over long response times. I initiated a project to streamline communication channels and established clearer KPIs for response times. By training my team and implementing these strategies, we reduced response times significantly, leading to a notable increase in customer satisfaction scores. This experience taught me the importance of proactive problem-solving.

Managing a high-performing team in a demanding environment requires clear communication and setting achievable goals. I focus on establishing a supportive atmosphere where team members feel valued and understood. Regular one-on-one meetings allow me to provide feedback and address any concerns. I also encourage them to share best practices and celebrate their successes to foster motivation and teamwork.

Identifying customer churn risks involves a mix of data analysis and client engagement. I review metrics such as usage patterns and customer feedback regularly. Additionally, I conduct check-ins with clients to discuss their satisfaction and any potential issues. If concerns arise, I collaborate with the team to develop personalized strategies to address them proactively, thus improving retention.

In my roles, I've utilized CRM tools extensively to track customer interactions, monitor engagement levels, and analyze data. I use these tools to create dashboards that highlight customer health scores, enabling my team to prioritize outreach effectively. CRM systems help me to ensure that we maintain meaningful communication and anticipate clients' needs, ultimately enhancing their engagement and satisfaction with our services.

Cross-functional collaboration to enhance customer experiences involves effective communication and teamwork. I regularly liaise with sales, product development, and customer support teams to share insights and advocate for customer needs. By ensuring all departments are aligned, we can swiftly address issues, develop solutions, and refine our processes, ensuring that our customer experience is consistent and positive throughout.

Successful customer account managers need to possess strong relationship-building skills, excellent communication abilities, and a thorough understanding of customer needs. Adaptability is crucial, as is the capability to dive into data for deriving insights. Lastly, a strategic mindset and the ability to problem-solve will empower them to guide clients effectively and foster long-term partnerships.

Gathering and synthesizing customer feedback effectively starts with asking the right questions during surveys or check-ins. I ensure that my team compiles the feedback regularly and categorizes it into actionable insights. Analyzing trends and common themes allows us to present findings in a way that is digestible for product and leadership teams, ensuring that customer voices significantly influence our strategies.

In measuring account management success, I find metrics such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), retention rates, and upsell growth to be essential. These metrics provide clear insights into how well we are serving our customers and the effectiveness of our strategies. Regularly monitoring these KPIs allows me to make informed decisions and adapt our approach as needed.

What motivates me most in a leadership role in customer account management is the ability to create a positive and nurturing environment for both my team and our clients. I thrive on seeing my team succeed and grow while ensuring our customers achieve their goals. The satisfaction derived from fostering strong relationships and watching both customers and team members flourish is my driving force.