Account Manager

Summary

Join our team as an Account Manager to support the end-to-end renewal process for a portfolio of Hootsuite's customers. In this role, you will be responsible for day-to-day customer interaction and contract administration, and be supported in implementing customer engagement and negotiation strategies.

Requirements

• Considerable relevant experience of customer facing/account management experience, preferably in the technology (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, Sales Navigator, 6Sense
• 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

Responsibilities

• Maintain day-to-day contact with customers for a book of business, provide timely answers to questions, monitor health and adoption, reach out to improve adoption and give recommendations
• Responsible for the renewal process to ensure customer engagement. Implement negotiation strategies with manager support to drive successful renewal outcomes
• Provide weekly forecasts and maintain rolling forecasts including monitoring account data health and identifying risks and/or objections; escalate risks to internal stakeholder groups for timely mitigation to ensure customer retention
• Ensure our internal customer database is up to date in order to provide visibility into forecasting
• Act as a trusted advisor throughout the renewal process, leveraging your knowledge of product fit while tailoring existing renewal strategy to meet customers’ unique needs with manager support
• Support in identifying and pursuing account expansion opportunities upon contract renewal
• Demonstrate an understanding of contract terms and processes in order to positively influence the renewal process as well as ensure a seamless customer experience
• Identify and escalate potential account risks and support in the mitigation of the risks. Consistently log feature requests, update opportunity next steps, and risk fields in Salesforce
• Onboard new customers and partner with Professional Services where applicable
• Perform other related duties as assigned

Benefits

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process