Account Manager

Who you are

• 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
• Solution seeker. You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked
• Lifelong learner. You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t
• Resilient adapter. In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information
• Critical challenger. You have the trust in your team to ask difficult questions in order to get to the best end result
• Active communicator. You listen actively and communicate ideas and information clearly, inclusively, and proactively
• Integrated thinker. You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals
• Accountable owner. You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes
• Bar-raiser. You step up to help your team grow and succeed, even when that means going beyond what might be expected

What the job involves

• 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
• 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

Benefits

• 100% coverage on mental health-related treatments in North America. Culturally appropriate trauma counselling services
• A company-wide Wellness Week between July 5 to 12 where we can all “unplug” together
• Accidental death and dismemberment (AD&D) Insurance
• Dental Insurance
• Disability Insurance
• Employee Assistance Program
• Gym / Wellness Reimbursement ($55 per month)
• Gym Discount
• Health Insurance
• Life Insurance
• Maternity Leave
• PTO (Vacation / Personal Days) - 20 days. After your two year anniversary, you get an additional two days each year until you reach thirty days (six weeks) at your sixth anniversary
• Paternity Leave
• Sick Time (for individual employee and family members)
• Bereavement Leave
• Business Travel Insurance
• Company Phones
• Fertility Assistance (Coverage for fertility treatments and gender affirmation surgeries)
• Immigration Assistance
• Phone Bill Reimbursement ($50 per month)
• Remote Work
• 401k
• Employee Discount
• Pet Friendly Workplace
• RRSP Matching
• Volunteer Time Off