Remote Account Manager

Summary

Join Hootsuite's team as an Account Manager to support the end-to-end renewal process for a portfolio of customers, with opportunities for remote work or a hybrid model.

Requirements

• 2-5 years 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

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
• Monitor account data health and identify risks and/or objections; escalate risks to internal stakeholder groups for timely mitigation
• 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

Flexible work arrangement allows for remote work or a hybrid model