Account Manager

Summary

Join Hootsuite as an Account Manager to manage the end-to-end renewal process for a portfolio of customers. You will be responsible for daily customer interaction, contract administration, and implementing customer engagement and negotiation strategies. This role requires proven success in managing customer portfolios and leveraging data-driven insights. You will work closely with sales offices and internal stakeholders to ensure customer retention and identify expansion opportunities. Hootsuite offers a flexible work arrangement, allowing for remote work or a hybrid model, with this role open to applicants in London, UK & Bucharest, Romania. You will report to the Account Management Manager.

Requirements

• Some 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

Preferred Qualifications

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community
• Curious. You are always learning and seeking ways to make things better
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others

Benefits

Flexible work arrangement allows for remote work or a hybrid model