People Matter

Relationship Manager, SMB



Administration, Customer Service
San Francisco, CA, USA
Posted on Thursday, June 13, 2024

The SMB Relationship Manager is a crucial role that acts as a bridge 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 need to be onsite in either our San Francisco, CA office or our New York, NY office 2 days per week.

What You Will Do:

  • Build relationships with key decision makers and stakeholders across a dedicated customer base
  • Drive customer decision-making by achieving a 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, 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
  • Sell with integrity while also thinking commercially including, but not limited to
    • Applying business acumen when crafting & negotiating commercial agreements
    • 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
  • 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.
  • Proactively reach out to your customers with key product updates and materials in order to generate a healthy pipeline of cross sell opportunities with your customers.

What You Will Bring to the Table

  • 1-3 years of applicable, relevant sales 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
  • Excellent negotiation and accurate forecasting skills required
  • Experience carrying a revenue target or quota with the ability to develop compelling strategies that deliver results is required
  • Demonstrated ability to find and manage high-level business in an evangelistic sales environment, including
    • Ability to gather and use data to inform decision-making and persuade others
    • Ability to assess business opportunities and read prospective buyers
    • Ability to orchestrate the closure of business with an accurate understanding of prospect needs
    • Ability to include multiple partners and members of the company management team using competitive selling to position company products against direct and indirect competitors
  • Proficiency with tools including Salesforce, Gainsight, Drift, Google Suite, and Slack

About Lattice

Lattice is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choices than ever before, businesses that put employees first are winning 🏅– and Lattice is building the tools to empower those people-centric companies.

Lattice is a people success platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement – yielding stronger employee retention, performance, and impact to the bottom line 📈. Since launching in 2016, we have grown to over 5,000+ customers globally, including brands like Slack, Robinhood, and Gusto.

Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

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