We're looking for a Senior Account Manager, Scale to manage, retain, and expand accounts across our pooled customer portfolio. In this role, you will leverage a deep understanding of our platform and product suite to drive customer value at scale, and achieve superior renewal and expansion outcomes, collaborating cross-functionally where needed. You will also play a supporting role in the development of our digital-first, customer strategy. This role follows a hybrid-work model and candidates need to be located within commuting distance to our Toronto or Vancouver offices.
WHAT YOU’LL DO:
- Lead by example in managing scalable, efficient engagement with complex customers, in terms of product mix and ARR, through a pooled operating model; providing exceptional customer service at-scale with a focus on driving customer health & experience.
- Monitor customers in onboarding to ensure customers achieve first value quickly and effectively through ongoing adoption tracking and targeted 1:1 interactions when needed
- Build and nurture relationships with customers by proactively providing insightful market information and solutions that maximize the benefits of Hootsuite's full product suite
- Successfully lead renewals, upsells, and expansion in your BoB by driving customer engagements at scale and educating customers on Hootsuite's full product suite and value proposition and industry-specific use cases
- Prioritize 1:1 engagement when required to maintain customer health, retention, or drive growth
- Utilize your sales expertise to drive expansion campaigns for the team and identify key white space for upsell and cross sell of our products
- Provide weekly forecasting and reporting, maintaining accurate and up-to-date account health data and proactively identifying risks and growth opportunities, as well as supporting junior team members in best practices
- Model best practices and high performance in pipeline contributions of upsell/product add-ons upon contract renewal or during service period to exceed expansion targets.
- Successfully manage the end-to-end renewal process required to hit or exceed team renewal targets/quotas, ensuring seamless execution and leveraging product expertise to drive customer satisfaction and retention
- Lead the contract negotiation process in order to maximize contract value and efficiency as well as ensure a seamless customer experience.
- Play a leading role in developing and optimization of our 1:many & digital-first customer engagement strategies to further scale our pooled operating model
- Collaborate with cross-functional teams (e.g., Sales, Product, Marketing) to deliver customer value at all stages of the customer lifecycle, and contribute to product development and go-to-market strategies.
- Manage & report on customer engagement activities and results using tools like SFDC, Front App, Gainsight, Gong, etc., and leverage insights to drive continuous improvements in the customer journey.
- Support our Management team with the onboarding, mentorship and training of new hires
- Play an active role in weekly team meetings by sharing advanced product and sales experience to help meet and exceed collective targets, while contributing to process improvements and team development.
- Focus on continuous learning to stay on top of product knowledge, industry best practices, and innovation
- Perform other related duties as assigned
WHAT YOU’LL NEED:
- 4-6 years of sales or customer success experience, preferably in a fast paced, SaaS industry. 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, 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.
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.
Use of AI in Hiring
Hootsuite uses artificial intelligence (AI) to support our recruitment process. These tools may assist with screening and assessing applicants and / or summarizing interview feedback. All final hiring decisions are made by human decision-makers who use their professional judgement to review and evaluate relevant candidate information in addition to AI outputs. For more information about how we use AI and your rights, please see our Careers Privacy Policy.