Hootsuite is seeking an Account Manager, Enterprise Scale to maintain day-to-day contact with existing customers and help them realize the value of their products and services. This role involves managing customer renewals, cultivating upsell and expansion opportunities, and collaborating cross-functionally to enhance customer experience.
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/.