Manager, Customer Account Management, SMB

<h2><strong>This is Customer Account Management Leadership at Lattice</strong></h2> <p>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. Your leadership will be instrumental in scaling our customer engagement efforts and maintaining our reputation for exceptional customer partnership.</p> <h3><strong>What You Will Do:</strong></h3> <ul> <li><strong>Lead and Develop a High-Performing Team:</strong><strong><br><br></strong></li> <ul> <li>Hire, coach, and mentor a team of Customer Account Managers (CAMs) to achieve and exceed performance goals.</li> <li>Provide ongoing training, development, and feedback to enhance skills in relationship management, strategic planning, and revenue growth.</li> <li>Establish clear expectations, key performance indicators (KPIs), and accountability measures to drive success.<br><br></li> </ul> <li><strong>Drive Customer Success and Retention:</strong><strong><br><br></strong></li> <ul> <li>Develop and implement strategies to optimize customer satisfaction, retention, and expansion within our customer base.</li> <li>Ensure the team proactively identifies and mitigates churn risks while fostering long-term customer partnerships.</li> <li>Oversee and support account planning efforts to align with customer objectives and business goals.<br><br></li> </ul> <li><strong>Operational Excellence &amp; Strategy Execution:</strong><strong><br><br></strong></li> <ul> <li>Collaborate cross-functionally with Sales, Customer Care, and Product teams to improve processes and enhance the customer experience.</li> <li>Monitor team performance using data-driven insights, ensuring alignment with company objectives.</li> <li>Drive efficiency in CRM usage, forecasting, and reporting to support decision-making and resource allocation.<br><br></li> </ul> <li><strong>Customer Advocacy &amp; Continuous Improvement:</strong><strong><br><br></strong></li> <ul> <li>Act as an escalation point for high-priority customer issues, ensuring swift resolution and satisfaction.</li> <li>Gather and synthesize customer feedback to influence product development and customer engagement strategies.</li> <li>Stay informed on industry trends and competitive insights to refine customer account management best