Customer Solutions Manager/Director Lattice Engines
Lattice Engines is a rapidly growing SaaS company that leverages the power of Big Data to provide B2B sales productivity solutions. Our software is already in use by dozens of Fortune 500 companies including Dell, HP, EMC, VMware, ADP, and Staples.
We are backed by Sequoia Capital and feature a proven leadership team with backgrounds from companies such as McKinsey, Bain, BCG, Accenture, Oracle, Siebel, Salesforce.com and Eloqua as well as a team of PhDs from elite universities (Stanford, Harvard, Berkeley) who lead our cutting edge predictive analytics team.
As a Customer Solutions Manager/Director, you will be the primary interface to our Fortune 500 customers, working directly with their Sales & Marketing leadership. To achieve success in this role, you will need to possess strong problem solving, project management, and customer engagement skills.
Be a part of Lattice?s growth acceleration phase of a market leading company in the right space at the right time. As evidenced, the last two special issues of Harvard Business Review were about ?Big Data? and ?Smarter Selling?.
Location - San Mateo (CA), New York (NY), Boston (MA), or Austin (TX)
The Customer Solutions Manager/Director serves as a trusted advisor to our customers, helping them to achieve success with Lattice solutions and maximize their return on investment. The CSM/D is responsible for understanding customer requirements, managing project implementation and driving adoption. Over time, CSM/Ds should be capable of sharing sales productivity best practices and working with the Lattice Sales team to expand our customer footprint. CSM/Ds will regularly interface with our customer?s Sales, Marketing, Analytics and IT teams to execute their role.
Manage all post-sales activity for Lattice?s enterprise customers through strong relationship-building, product knowledge, planning and execution
Lead a cross-functional team of Lattice and customer resources for solution implementation
Maintain a deep understanding of our solutions and speak with customers about the most relevant features/functionality for their specific business needs
Ensure that a plan is in place with each customer for deployment, change management and adoption
Increase customer retention by conducting regular check-in calls and perform quarterly business reviews
Partner with Sales to develop a plan for customer success and expansion with Lattice
Work closely with Product and Engineering on identification/tracking of enhancement requests
Serve as the voice of the customer and provide internal feedback on how Lattice can better serve our customers
4 year degree required; MBA desirable but not required
5+ years of experience in management consulting, software customer account management or at a major systems integrator
Excellent analytical and problem solving skills
Strong verbal and written communication skills and technical aptitude
Complex project management experience
Proven track record of success as a manager or a team-lead
Sales & Marketing business domain knowledge is highly desirable
Familiarity with salesforce.com, CRM and other Software-as-a-Service is a plus
Passion for predictive analytics and the power of Big Data
Enjoys working closely with customers to ensure complete satisfaction
A real go-getter who takes the initiative to get things done
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