Account Manager, Mid Market

We're looking for an Account Manager to manage, retain, and grow relationships within our Mid-Market customer segment. In this role, you will be the primary commercial owner for a portfolio of accounts, with a clear mandate to ensure long-term customer value, successful retention, and targeted expansion. You will leverage a deep understanding of our platform and full product suite to drive consistent customer value and achieve superior renewal and expansion outcomes. This is a hybrid role based out of our Toronto or Vancouver offices and will report into the Manager, Account Management, Mid-Market.

WHAT YOU’LL DO:

• Maintain day-to-day contact with your book of Mid Market customers, establishing influential relationships by providing timely answers to questions, monitoring health and adoption, in order to enhance performance across social media.


• Manage the post-sale relationships, including multithreaded customer engagements. Implement negotiation strategies with manager support to drive successful renewal and expansion outcomes.


• Provide weekly forecasts and maintain rolling forecasts ensuring SFDC is consistently updated for your customers. Monitor account data health, identify risks and/or objections, and escalate risks to internal stakeholder groups for timely mitigation to ensure customer retention.


• Act as a trusted advisor throughout the customer journey, leveraging your knowledge of product fit while tailoring existing renewal strategy to meet customers’ unique needs with manager support.


• Conduct Strategic Business Reviews (SBR) to discuss accomplishments, opportunities, account growth and to identify areas of improvement


• Monitor and report on customer engagement activities and results in order to assess trends using SFDC, Gainsight, Gong and others


• Consistently build an expansion pipeline, focusing on the upsell of product add-ons upon contract renewal or during the service period to meet or exceed expansion targets.


• Demonstrate an understanding of contract terms and processes in order to positively influence the renewal process as well as ensure a seamless customer experience.


• Report clients' feedback to manager and relevant internal stakeholders


• Log feature requests and update customer account notes in Salesforce. Identify and escalate potential account risks and maintain SFDC hygiene


• Collaborate with Professional Services where applicable


• Perform other related duties as assigned.

WHAT YOU’LL NEED:

• Relevant experience in sales or customer success experience, preferably in a fast paced, 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, Gong, Sales Navigator, 6Sense, and Gainsight


• Belief in ValueSelling, with a strong sense of what customers value and how to challenge them to develop a deeper understanding of how Hootsuite delivers impact and ROI.


• 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:

• 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.

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.

This posting is for a current vacancy for which we are actively hiring.