Hootsuite is hiring a
Account Specialist

Summary

Join our team as an Account Specialist to maintain day-to-day contact with existing customers, help them realize the value of our products and services, and establish long-term partnerships. 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.

Requirements

• 2-4 years of sales or customer success experience, preferably as an Account Executive, or Customer Success Associate or Customer Support Advocate
• Fluent level in Spanish and English
• 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

Responsibilities

• 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