About the Role: 

Lattice is looking for someone who is eager to work with customers to join as our second Renewals Specialist. The ideal candidate is decisive, comfortable in uncomfortable situations, firm when necessary, and is a skilled communicator. 

Our Renewals function is relatively new at Lattice and needs someone who is apt at identifying process improvements, taking ownership over projects, and understands how to prioritize customers at scale. That work would be balanced out by owning customer-facing activities including cancellation requests, exit interviews, negotiations, and nurturing customers through their renewal by discussing product best practices. 

Creative, upbeat, and self-driven, you understand customer needs and know how to quickly connect with customers through Zoom calls and you are seen as a trusted partner so companies continue to grow with Lattice. You also love understanding a product in-depth, describing the value to customers, and educating customers on how Lattice can be better utilized.

Responsibilities:

• Guide customers to utilize Lattice best practices to reach their outcomes 
• Develop a thorough understanding of our product roadmap and strategy and excel at presenting Lattice's value to our customers
• You understand our customers and products well enough to anticipate opportunities and upcoming challenges for everything that could potentially impact the renewal process
• You are able to amplify trust and able to facilitate cross-team collaboration that drives efficiency
• You recognize trends in general customer feedback regarding renewals and are able to consolidate ideas, leverage data, and present information in a succinct, digestible manner to change standard operating procedures 
• Spends extra effort to put others at ease through clear and catered communication- both internally and externally
• Own Manual and Auto Renewals for our scaled customer base
• Take ownership of cancellation requests, using pricing levers to mitigate churn, and owning exit interviews with those customers
• Become a CX advocate for Renewals and ensure that product is built to support the growing needs of our business
• Proactively identify and flag churn risks and upsell opportunities within your customer segment

About You:

• You have a bachelor’s degree or equivalent work experience.
• 2+ years in a customer-facing role at a B2B, SaaS company.
• You are passionate about making our customers personally and professionally successful.
• You have outstanding communication and project management skills.
• You are comfortable communicating with senior professionals and executives who are often Lattice administrators in our scaled population.
• You have strength in multi-tasking, prioritization, attention to detail, and organization.
• You have an aptitude for learning new products and technologies.
• You are an excellent teammate who gives ideas to improve processes.
• You possess a solid work ethic.
• You're able to work flexible hours between EST and PST when necessary in order to help our customers.