Relationship Manager, Mid-Market

4 weeks ago

San Francisco, California, United States Lattice Full time
About the Role

The Mid-Market Relationship Manager is a critical position that serves as a liaison between Lattice and our customers. This role focuses on building and maintaining strong relationships with customers and understanding their needs. You're motivated by ensuring our customers can make work meaningful for their teams through the successful implementation and ongoing satisfaction with the Lattice Platform.

You'll work closely with both the sales and technical teams to ensure the smooth communication and execution of projects, as well as the identification of opportunities for upselling and cross-selling to meet and exceed your quota. This is an exciting opportunity for a closer to help Lattice win market share in a competitive and team-oriented environment.

This role will require you to be onsite in either our San Francisco, CA office or our New York, NY office 2 days per week.

Key Responsibilities
  • Build relationships with key decision makers and stakeholders across a dedicated customer base
  • Drive customer decision-making by achieving shared vision and proactively considering the value propositions that tie all stakeholders together
  • Drive customer growth by proactively identifying opportunities to deliver greater customer value
  • Operate with a high level of customer orientation, including researching customers' businesses and preparing thoughtful questions and insights in advance of customer meetings
  • Adapt and shift communication style and content to fit the needs of different stakeholders
  • Lead with solutions, not products, when making recommendations aligned to customer objectives
  • Engage customers consistently to confirm and clarify value and adapt a strategy when needed to optimize ROI
  • Sell with integrity while also thinking commercially, applying business acumen when crafting and negotiating commercial agreements
  • Use data and insights to support investment recommendations or overcome customer objections
  • Proactively mitigate churn risk by adopting a holistic, customer-centric approach
  • Map all key stakeholders in an account to assess the strength of the account relationship and create account outreach strategy
  • Maintain joint accountability with cross-functional teams for customer success
  • 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

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