Customer Solutions Manager/Director Lattice Engines
Do you believe data and technology can transform how business is done today? Can you be a trusted advisor to a business? sales and marketing leadership? Have you successfully led multi-disciplinary teams to deploy enterprise SaaS solutions? If so, we?d love to talk with you.
Lattice, a Big Data company empowering B2B sales, is a seeking a Customer Solutions Manager/Director. If you want make a difference ? not just a living ? come join our team.
Lattice Engines is a rapidly growing SaaS company that leverages the power of Big Data to provide B2B sales productivity solutions. Our software is used by dozens of Fortune 500 companies including Dell, HP, EMC, VMware, ADP, Staples, and SunTrust Bank. We have a rapidly expanding footprint and are seeking a savvy business veteran to lead implementations and drive customer success. As a Customer Solutions Manager/Director, you will be the primary interface to our 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.
We are backed by Sequoia Capital and New Enterprise Associates, and feature a proven leadership team with backgrounds from companies such as McKinsey, Bain, BCG, Accenture, Oracle, Siebel, Salesforce.com and Eloqua. We also have a team of PhDs from elite universities (Stanford, Harvard, Berkeley) who lead our cutting edge predictive analytics team.
Be a part of the growth acceleration phase of a market leading company in the right space at the right time. As evidence, the last two special issues of the Harvard Business Review were about ?Big Data? and ?Smarter Selling?.
Location - New York (NY), Boston (MA), Other East Coast Major Metro Areas Considered
The Customer Solutions Manager/Director serves as a trusted advisor to our customers, helping them succeed 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
Drive any internal impediments to customer success to closure
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
Experience working with sales operations, marketing and/or sales analytics, campaign management, or pricing
4 year degree required; MBA desirable but not required
5+ years of customer facing experience in the services organization of a Software company (SaaS ideal), account management lead experience with brand name consulting firm considered
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
About Lattice Engines
Lattice delivers data-driven business applications that help companies of all sizes market and sell more intelligently. Inspired by today?s consumer applications, we bring every relevant buying signal into the world?s most comprehensive, cloud-based applications. With Lattice, companies stop guessing and start replying on data science that anyone can use to find, prioritize and close their next customer. Our rapidly growing customer base, including Dell, SunTrust and VMware, use our open and secure applications to generate 75 percent more pipeline, triple conversion rates, and double win rates. We are privately held and backed by Sequoia Capital and NEA with headquarters in San Mateo, CA.
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