JOB PURPOSE:
The Customer Success Account Executive serves as the primary customer advocate, ensuring that customer needs are fully understood, communicated, and met across all internal departments. This role is responsible for developing and maintaining strong relationships, identifying new business opportunities, supporting sales initiatives, resolving customer concerns, and improving overall customer experience. Success in this position requires strong communication skills, an ability to collaborate cross-functionally, and a proactive, solution-focused approach to customer engagement and business growth.
ESSENTIAL TASKS AND RESPONSIBILITIES:
- Manage, qualify, follow up on, and track lead progress through HubSpot.
- Work closely with the existing sales team to schedule meetings or calls between prospective customers and outside sales.
- Collaborate with Marketing, Pricing, Sales, New Product Development, and Customer Service teams to support customer goals, monitor project progress, and achieve successful outcomes.
- Organize and conduct regular customer meetings to ensure excellent service, assess needs, identify solutions, and strengthen customer relationships.
- Maintain assigned accounts and provide professional support to ensure all customer deliverables are met.
- Manage the sample process and coordinate shipment planning through the E2 system for timely delivery.
- Communicate product information, promotions, and service offerings to generate new or expanded business.
- Proactively contact prospects to uncover potential sales opportunities.
- Clearly communicate terms, conditions, pricing, and expectations to customers.
- Partner with key decision makers to identify opportunities and develop strategies that drive sales results.
- Report weekly, monthly, and quarterly sales results and progress.
Source and secure new business through a combination of inbound lead follow-up and outbound calls/emails. - Perform other duties and project work as assigned.
PREFERRED EDUCATION AND EXPERIENCE:
- Bachelor’s degree or equivalent professional experience preferred.
- Experience in a customer-facing or sales-support role.
- Working knowledge of Microsoft Office applications, E2 MFG System, and HubSpot.
- Demonstrated ability to build relationships, collaborate across teams, and contribute creatively to business expansion.
- Strong communication skills and confidence working with cross-functional teams.
- Ability to travel up to 10%.
SKILLS:
- Excellent verbal and written communication.
- Strong relationship-building and interpersonal skills.
- Results-oriented with a focus on achieving measurable goals.
- Self-driven, proactive, and motivated with a positive, “can-do” mindset.
- Effective problem-solving skills with the ability to provide solutions-based recommendations.
- Adaptability to changing priorities, customer demands, and business needs.
- Strong organizational skills and the ability to prioritize multiple tasks.
- Team-oriented mindset with a commitment to collaboration.
- High level of professionalism, integrity, and accountability.
PHYSICAL REQUIREMENTS AND ENVIRONMENT:
- This position operates in a professional office environment and requires the use of standard office equipment such as computers, phones, and printers.
- The role involves sitting or standing for extended periods, frequent use of hands for typing and data entry, and regular communication via phone and email.
- Occasional travel (<10%) may be required for customer visits, meetings, or events.
Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions of this role. Physical Requirements (ADA-Compliant).
PERORMANCE AND BEHAVIORAL ATTRIBUTES:
- Demonstrates reliability, professionalism, and ownership of assigned responsibilities.
- Maintains a strong customer-centric focus and consistently seeks ways to improve the customer experience.
- Exhibits excellent follow-through and responsiveness in all communications.
- Upholds company values and fosters positive working relationships.
- Shows initiative, resourcefulness, and a commitment to continuous improvement.
- Maintains confidentiality and handles sensitive information with discretion.
- Demonstrates resilience and adaptability in a fast-paced environment.
- Upholds ethical conduct and represents the company with integrity at all times.
At-Will Employment: This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
Reviewed with employee by:
Signature: ____________________________ Name (print): _____________________________
Title: _____________________________________________ Date: ______________________
Received and accepted by:
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Title: ____________________________________________ Date: _______________________
Equal Opportunity & ADA Statement:
Lacerta Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status. We are committed to providing reasonable accommodations to applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact Steven Crager in Human Resources at scrager@lacerta.com or phone 608-745-9251.