Hootsuite is seeking an Account Manager, Scale to maintain day-to-day contact with existing customers and help them realize the value of Hootsuite's products and services. The role involves managing customer renewals and cultivating upsell and expansion opportunities while collaborating cross-functionally to ensure customer success.
Responsibilities
- Maintain low-touch day-to-day contact with customers for our pooled accounts at scale; providing timely answers to questions and focus on driving customer health and experience
- Develop rapport with customers by proactively providing insightful market information and solutions that showcase maximum benefits from Hootsuite products
- Drive renewals, upsells, and expansion in your low ARR accounts by focusing on customer engagements at scale and educating customers on Hootsuite’s value proposition in our pooled motion
- Provide weekly forecasts and maintain rolling forecasts including monitoring and reporting account data health
- Consistently contribute to generating team pipeline of upsell /product add-ons upon contract renewal or during service period to meet or exceed expansion targets
- Successfully manage the end-to-end renewal process required to hit or exceed team renewal targets/quotas, leveraging your product knowledge to efficiently meet customers needs
- Demonstrate understanding of contract terms and processes in order to maximize contract value and efficiency as well as ensure a seamless customer experience
- Support the optimization of digital-first programmes for our pooled model by providing recommendations based on intimate knowledge of customer database
- Collaborate cross-functionally to provide customer value in all stages of the sales cycle
- Manage and report on customer engagement activities and results in order to assess trends using SFDC, Front App, Gainsight, Gong and others
- Share product and sales experience within the team in order to meet and exceed team targets
- Perform other related duties as assigned
Skills
- Some relevant experience in sales or customer success, preferably as an Account Executive, Customer Success Associate, Customer Support Advocate, or Account Manager
- Proven success in monthly and quarterly sales forecasting
- Solid business acumen and tech-savvy with a strong ability to focus on customer business value, ROI, and customer solutions
- Strong ability to articulate product features in an easy to understand language to inspire sales, build trust and establish long-term relationships
- Experience in creating sales strategies inclusive of 3rd party solutions
- Strong communication and presentation skills via various platforms, including by phone, video, and email
- Commitment to Results: Consistently achieves results, demonstrating high performance and challenging self and others to deliver results
- Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their needs
- Negotiation: Successfully obtains commitment to a solution or idea, while maintaining integrity and relationships
- Perseverance: Pursues everything with energy, drive, and a need to finish - doesn't give up
- Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
- Interpersonal Savvy: Relates openly and comfortably with diverse groups of people
Benefits
- Hootsuite’s Sales Compensation Program
Company Overview
Hootsuite develops a platform for managing social media programs across multiple social networks. It was founded in 2008, and is headquartered in Vancouver, British Columbia, CAN, with a workforce of 1001-5000 employees. Its website is https://hootsuite.com/.
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