We’re looking for an Account Manager to support the end to end renewal process for a portfolio of Hootsuite’s customers. In this role you will be responsible for day-to-day customer interaction and contract administration and be supported in implementing customer engagement and negotiation strategies. You’ll be a partner to the Customer and Sales Offices, ensuring a proactive and seamless approach to the renewal process for our existing customers. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model. This role is open to applicants located in United Kingdom & Spain. In this role, you will report to the Director, Customer Sales, EMEA.
WHAT YOU’LL DO:
- Maintain day-to-day contact with customers for a book of business, provide timely answers to questions, monitor health and adoption, reach out to improve adoption and give recommendations.
- Responsible for the renewal process to ensure customer engagement. Implement negotiation strategies with manager support to drive successful renewal outcomes.
- Provide weekly forecasts and maintain rolling forecasts including monitoring account data health and identifying risks and/or objections; escalate risks to internal stakeholder groups for timely mitigation to ensure customer retention. Ensure our internal customer database is up to date in order to provide visibility into forecasting.
- Act as a trusted advisor throughout the renewal process, leveraging your knowledge of product fit while tailoring existing renewal strategy to meet customers’ unique needs with manager support.
- Support in identifying and pursuing account expansion opportunities upon contract renewal.
- Demonstrate an understanding of contract terms and processes in order to positively influence the renewal process as well as ensure a seamless customer experience.
- Identify and escalate potential account risks and support in the mitigation of the risks. Consistently log feature requests, update opportunity next steps, and risk fields in Salesforce.
- Onboard new customers and partner with Professional Services where applicable
- Perform other related duties as assigned.
WHAT YOU’LL NEED:
- 2-5 years of customer facing/account management experience, preferably in the technology (SaaS) industry.
- Proven success managing a customer portfolio; demonstrated ability to manage a high volume of opportunities and transactions, while leveraging data driven insights within the customer journey and sales process.
- Proven record of quota attainment and/or portfolio management and can share experiences of developing business plans with a mix of tactics.
- Experience using sales tools such as SFDC, Sales Navigator, 6Sense.
- Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding, supporting new owls with internal training and collaboration sessions.
- Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
- Commitment to Results: Consistently achieving 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.
WHO YOU ARE:
- Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
- Curious. You are always learning and seeking ways to make things better.
- Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
- Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.
In all we do, our six guiding principles light the way:
Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp
One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe
Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed
Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile
Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses
Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies
Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.
What We Do
Hootsuite has been on the pulse of how people use social media for over a decade. As the global leader and world’s first social media management platform, we put social to work in every corner of every organization, from the smallest business to the largest enterprise. We are committed to helping customers harness the power of social media to ignite their brand and business.
How? Over time, we’ve adapted our software to help businesses reach their customers more efficiently across multiple platforms, improve their customer service and gain deeper analytics and consumer insights. Through our deep expertise in social media management, social insights, employee advocacy, and social customer care, we empower organizations to strategically grow their brands, businesses, and customer relationships – while guiding them through the wild world of social media.
Put simply, we help our customers with:
Social media marketing: Create, schedule, publish, and manage content and ad campaigns across social networks from a single dashboard. We help maximize the impact of social marketing by providing real-time insights, so customers can focus on other areas of their business.
Social care: By combining the power of conversational AI with the human touch of our customers’ team(s), our customer messaging platform delivers exceptional customer experiences at scale.
Social customer care: We help our customers meet their customers where they are at. Using Hootsuite, businesses can view and manage all of their customer conversations in one dashboard, providing service that’s seamless and personal.
Why Work With Us
As the creators of social media management, Hootsuite has been on the pulse of this dynamic and ever-changing space since our inception. Working at Hootsuite means being at the forefront of social innovation, tapping into courageous creativity to guide customers through the wild world of social, and helping to define what it means to ‘be social.’
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