We’re looking for an Associate Account Specialist to assist our existing customers with achieving value from our services, renewing their contracts on our products, and identifying opportunities to build long term partnership with Hootsuite. In this role, you will learn to manage a high volume of customer renewals by maintaining our customer database, tracking and reporting on customer activities. You’ll help to ensure customer engagement at scale, while also leaning on your customer service experience to upsell and cross sell both Hootsuite and partner products in your book of business. This is a hybrid role and is open to applicants located within commuting distance of Toronto. In this role, you will report to the Manager, Scaled Account Management.
WHAT YOU’LL DO:
- Assist with low-touch day-to-day contact with customers for our pooled accounts at scale providing timely answers to questions
- Educate our customers on Hootsuite’s value proposition through pooled motion in support of renewals for low ARR, high volume account growth.
- Assist with forecasting and account health maintenance activities as required.
- Provide assistance in identifying pipeline of upsell /product add-ons upon contract renewal or during service period to meet or exceed expansion targets.
- Contribute to team renewal targets/quotas, by supporting the end to end renewal process to efficiently meet customers needs
- Ensure our internal customer database is up to date to support digital-first programmes for our pooled model
- Understand and apply contract terms and processes in order to positively influence the renewal process as well as ensure a seamless customer experience.
- Lean on cross-functional teams and internal subject matter experts to learn and provide customer value in all stages of the sales cycle.
- Track and and report on customer engagement activities and results in a timely manner, using SFDC, Front App, Gainsight, Gong and others
- Perform other related duties as assigned
WHAT YOU’LL NEED:
- Entry level experience in a customer-facing role, ideally in a fast-paced environment or industry
- Developing business acumen and tech-savvy with a growing curiosity for creating customer business value through product solutions
- Growing ability to articulate product features in an easy-to-understand language to inspire sales and build relationships
- Strong communication skills and experience presenting information via phone, video, and/or 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.
- 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.
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.
#LI-AK1
Variable Pay. You will be eligible to participate in Hootsuite’s Sales Compensation Program. Please speak with your recruiter for more information.
Note. The base salary of our Sales Compensation Program is an absolute value instead of a range and therefore, you will see that reflected below.
Canada Pay Range For This Role
$48,000—$48,000 CAD
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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