About this role
We’re looking for an Account Manager, Scale to maintain day-to-day contact with our existing customers at scale to help them realize the value of our products and services and establish long-term partnerships with Hootsuite by exploring and qualifying future growth opportunities. In this role, you will leverage your commercial skillset to successfully manage a high volume of customer renewals, while cultivating upsell, cross sell and expansion opportunities for both Hootsuite and Partner products in your book of business. As part of the Scaled Account Management team you will collaborate cross-functionally to provide customer value in all stages of the sales cycle. This is a hybrid role and is open to applicants located within commuting distance of our Toronto or Vancouver office. In this role, you will report to the Manager, Scaled Account Management.
WHAT YOU’LL DO:
• 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
WHAT YOU’LL NEED:
• 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